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 ComplaintThe 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:12/20/2022
Type:Status:ResolvedMore 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 12/3/22(saturday) I purchased a **** Escape 2014 with ****** miles from The Auto warehouse located at ******************************************************************. On 12/4/22(Sunday) not even 24 hours later I went to get in my car to go to work and this message popped up "High engine temperature stop safely" and the car would not drive. My belief is that the engine is going out and they don't want to take the vehicle back. On Monday 12/5/22 we called the Auto warehouse and told them what the car was doing and they sent a tow truck to have it towed to their shop to fix the problem. I got the car back on 12/8/22 saying everything was fixed. On 12/19/22 I got in my car to come home and the exact same message" High engine Temperature stop safely" came back on and the car would not move. I had it towed to my house **************** and it cost me $150. On 12/20/22 me and my mom went up to the dealership to tell them what happened to the car and to request my money back. When I purchased the vehicle they said i have 30 days or **** miles if I wanted to get a refund. When I asked about a refund they said call finance. I called finance and they said we told you no such thing. They sent a tow truck back and towed my car back to the dealership. Also another message popped up saying "Engine coolant low service required". at this point I want my money back and if they don't want to give me a refund I want another vehicle with lower milage for the same money I put down and lower or same payment a month. They gave me the number to finance ************.
Business Response
Date: 12/28/2022
We reached an agreement with the customer to resolve the matter.
Thank you
Customer Answer
Date: 12/28/2022
Better Business Bureau:
Yes, they worked with me and provided another vehicle. I am satisfied with the resolution.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:12/07/2022
Type: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 company lies about referrals. I referred customers and never got a referral payment as promised. Also at any giving time my car is shut off remotely for being less that a week late on payments. Im never more than 1 week late on a payment I pay 500 dollars a month for a ****** I have to Put in a shop for something every other week and they shut my car off whenever I am My account manager is the absolutely rude and dismissive she hangs up on me in face and never lets me speak to anyone besides her even when I requested that my account be giving to someone other than her because of her lack Of professionalism.Business Response
Date: 12/09/2022
attachedInitial Complaint
Date:12/07/2022
Type: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 in October of this year I day I purchased the vehicle and drove off the lot the check engine light came on I took it to the several times they told me they dont whats wrong with vehicle I didnt purchase this vehicle for it to be in the shop ever week I need my money back or this vehicle for freeBusiness Response
Date: 12/09/2022
response attachedInitial Complaint
Date:11/22/2022
Type: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 October 29th 2022 I financed a suv, they told me my payments would be $300 a month. When I made my first car payment, I realized the paperwork said $300 every two weeks we didnt agree upon this after I made my first initial payment instead of my balance going down it went up. I went back to the sales associate and I cant get anybody to sit down and help me go over these numbers with me theres a discrepancy in my paperwork that they are not willing to fix.Business Response
Date: 12/05/2022
response attachedInitial Complaint
Date:11/17/2022
Type: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 2014 ***** equinox on March 5th 2022.. I had to get it serviced under the warranty due to it running rough and exhaust smell inside the car when it was running... They "fixed" it but is still continued to have the exhaust smell at times and it was getting louder the more it was driven, I figured it being older and having lots of miles that it was jus normal wear and tear causing the noise and smell.. I took it to exhaust works in October to be looked at, and they said it was definitely a cracked manifold and possibly converter... They noticed bad heat spots on the engine block from the manifold being cracked and said the damage has been there for some time. About 2 weeks after that I was driving and all of a sudden I get the reduced engine speed and the car barely would drive and then it died.. I had to get my insurance to tow the car to my mechanic to be looked at.. my mechanic said that the damage is beyond repair and that every system had a failure or something about to break.... He said it would cost more than the car is worth to attempt to fix and then the car would basically have to be gutted and all new engine and parts put in...I have texted the salesman who sold me the car and never got a response, I did talk to him at one point on the phone and he was adamant about getting their service department to look at it and fix it which according to my mechanic would not be worth the car or be guaranteed to fix .... There is no way they did not know the car was junk when they sold it.. any reputable mechanic would have known that it was the manifold when they sold the car which they should never sold the car in the first place. I have messaged and let them know where the car is so they can pick it up and do a voluntary repossession.. it has been a few weeks and the car is still sitting at my mechanics. I have expressed that email is the easiest way to communicate back and forth as my job does not allow me to talk on the phone at times.Business Response
Date: 11/27/2022
See attached.Initial Complaint
Date:11/08/2022
Type: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 2013 chrysler 300 car from auto warehouse July 22, 2022 for $1000.. i was aware that i had one month for any type of repairs on my warranty but i was assured the cars can get me to and from .. so after 2 weeks i started having electrical issues with the car (car cutting off on its own in the middle of traffic, when it isnt a hybrid/electric car) and i promptly informed the offices of autowarehouse to get me an appointment in their service departmentthe woman ****** and who serviced me and helped me get the car said she would put it in that moment and should give me a car back with details on the day 2 days went by and I heard nothing back so i called and left messages.. just to receive one back days later telling me she put it in.. another week goes by and i still havent heard anything back..nearing my warranties end..so i called and she said she would put it in againanother couple weeks go by still nothing..so I started to complain to family and friends that i knew went there and had similar issues with their customer values and time because when i finally got scheduled i had to wait 5 hours around the facility because I wouldnt have a way back from where i live, just for them to tell me that I would have to pay $1500 to get everything i needed done to the carplus $50 just for looking at it that dayI was beyond words to point they just waived that feeBut I honestly feel they should fix my car under the guise of the warranty that it seems to me that they purposely let get backed up..Business Response
Date: 11/26/2022
Response attachedInitial Complaint
Date:11/05/2022
Type: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 dealer never offered me ************* when I purchased my vehicle back in 2019. I had a car accident and only had general liability. Vehicle was valued by The auto ware house and they stated vehicle was a total loss. Till now this day I have not received any letter stating the vehicle is a total loss. I still have an out standing loan with them for more then $4500 that is owed for the vehicle. They offered to waive the Loan if I purchased another vehicle and financed through there loan lender Easy pay finance. I stated to them that I had been approved from my credit union bank for a car loan. They refused to help me then. They said only way they can help is if I proceed a new car loan with them. Not only is the interest rate super high from easy acceptance, the dealer was also requesting to have me give $2000 down payment for a new car pretty much charging me $2000 from previous loan which is not forgiving any part of my loan. I think this is very unprofessional on their part and looking to scam me once again. They never offered me the *** insurance and I think they hold a part in the responsibility for not offering me this. This could have prevented me from having to pay the outstanding balance. I was an excellent customer making on time payments and still they refuse to help or take any responsibilities for their actions. Aside of this my vehicle is still sitting in their service lot and the finance company is refusing to forgive any payment for the scrapping of the vehicle when they dispose of it. Most of my car loan has been payed off already, pretty much what is owed is the interest on the loan. Which I believe the auto ware house should be responsible for helping me pay since they never offered me the *** insurance. ************** their employee even stated to me that its mandatory for the dealer to offer the *** insurance and in my case They didnt offer me it as stated and showed in their system.Business Response
Date: 09/06/2023
AUTO WAREHOUSE
Response Date: 9/6/2023
Customer Name (s): *************************
***************************
File No: 18363308
Date Complaint Received: 11/5/22 Complaint in English
STK# *****
Origination Date: 10/16/20
Year: 2012 Make: Chrysler Model:Town and Country
VIN: *****************
Please allow this to serve as our response to the above-referenced complaint.The customer complained about a dealership issue. The customer is complaining that we did not sell her gap coverage when she bought her vehicle. Auto Warehouse does not sell Gap coverage, nor is it the dealerships responsibility to sell such.
The customer had a total loss and did not have coverage to pay off the loan. Although we are sympathetic, the customer is being treated in accordance with company policy and 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.
Please do not hesitate to contact me if you require any additional information.
Thank you,
*************************
CFOInitial Complaint
Date:09/30/2022
Type: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 this car on September 23, 2022, I gave a down payment of ***** dollars, the dealer's salesman told me that his cars had 126 revision points that the car was salable and a 30-day warranty the next day on 24 the car had transmission problems I asked for service for the changes, which I obviously took back, I did not feel convinced by the car anymore, so the guarantee is very limited and due to its lack of professionalism, I decided to request the cancellation of my contract, this was on the second day after the The seller tells me that I am not worried about what I tell him that I am worried about the interest they give me is 26% and a car with transmission problems would not be cheap to repair, I just told them to please help me to cancel it which show negative they tell me that the car is there I spoke with the financial and they told me that the manager would speak to me which he did not speak to me I decided to speak and they behaved very rude telling me that my only option *** is to take the car which I told them the only thing I ask for is my cancellation I only drove it 10 miles from this I have everything documented I only ask from day 2 for my money I am not interested in being scammed since the safest thing is that the car breaks down and it ends up being difficult to pay the 39 dollars they want for that carBusiness Response
Date: 10/10/2022
The customer brought the vehicle to service on September 28th due to a indicator light on the dashboard. The issue was repaired at no cost to the customer. October 5th is the first that we heard that the vehicle was having mechanical problems. We learned of this due to the fact that the customer had dropped the car at one of our stores and indicated that he did not want the vehicle any more. However, the vehicle was provided with a warranty that would cover any necessary repairs. Despite that fact, it appears as though the customer has voluntarily repossessed his vehicle.Initial Complaint
Date:09/24/2022
Type: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 for the auto warehouse in ************ truck in service 4times since I got it in April the motor an transmission is going out they knew it was a lemon when they sold it to me service engine light stayed on an off they want me to keep paying and pay **** to get it fixed when they told me they fixed whats was wrong with it I put **** down on the truck an making payments of 240 every two weeks a waste of time and moneyBusiness Response
Date: 09/25/2022
Please be advised that while the vehicle has been in for service a number of times, the repairs were always made at no cost to the customer. Also, while the customer was making regular payments on the account, she has not made a payment on the account since 07/14. Despite our attempts to work with the customer to repair the vehicle and get her caught up on the payments, the customer indicated that she no longer wanted the vehicle (something that she said for the first time one week after she purchased the vehicle). As such, the account was secured as a voluntary repossession.Customer Answer
Date: 09/27/2022
Complaint: 18124109
I am rejecting this response because:
This is a lie the had to truck in service four times for the same thing they said was fixed and the problem was never fixed they selling lemons to people and expect them to make payments on vehicles thats not even working I didnt make payment since August the reason is i been having to get ways to get to work and kids to school the motor and transmission going out after getting the truck in April thats said and want me to pay **** to get it fix no no
Sincerely,
Blanch HillBusiness Response
Date: 09/27/2022
The customer is buying a used vehicle, sometimes with high mileage. While we cannot guarantee that various parts of the vehicle, we do provide a warranty. Under that warranty. we made a number of repairs to the vehicle. However, the engine went out almost six months after the vehicle was purchased and outside of the warranty period. We attempted to work with the customer to make the necessary repairs, but she refused and refused to pick up the vehicle. At the time we secured the car, the account was already more than a month past due.Customer Answer
Date: 09/28/2022
Complaint: 18124109
I am rejecting this response because:
When selling any vehicles you supposed to have them checked before putting them on the lot the check engine light came on two days after I had it got serviced in April to find out the Cadillac converter was going bad they replaced it and left it hanging and me and my kids almost lost our lives on the highway then it went back in the shop may 4th didnt get it back til the begin of June which was stated to me the problem was fixed come July check engine light comes back on again and the truck started make more noise so I got it towed to service to find out its the motor and transmission so this time it been to service no one noticed either 1 was going out thats a problem then work with me you guys want me to give **** to replace everything and to start working on it **** upfront the truck is not Even worth it you guys take advantage of people and there money and they saying work with me how because after this truck when service that many time you guys could have offered something else but didnt it
Sincerely,
*********************Initial Complaint
Date:09/23/2022
Type: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 from the Auto Warehouse in Aurora in March 2022. When I went in, I was able to get a 2013 GMC Terrain from ***************** was great however, I was not explicitly told or even mentioned the kill switch on the vehicle. I did make late payments but only because I missed one payment and had to pay late since living paycheck to paycheck. *** tried to catch up numerous times but the car has had major issues, when purchasing the vehicle, I mentioned to ***** that I noticed there was a clicking sound on the engine and he said he would write it in the contract and someone from their service department would reach out to me to schedule a time to come in. They never did. A couple of months pass and the car is stalling and running terribly. It starts literally shaking when Im at a stop and if I make a more abrupt stop or turn, the engine would cut off immediately. I called to get a service appointment but they charge you $50 just for a diagnosis. I took it to another mechanic for a free diagnosis and it came back I needed sensors changed as well as the car was bone dry with no oil! The sticker that ***** pointed out on my car stated that I still had over 10k miles left before I would need an oil change. The mechanic stated that this car was 100% sold to me without enough oil to make it a month. Finance has not tried to work with me and have not offered any solutions other than to turn off the vehicle to hope I get back on track with on time payments. They have not worked with me AT ALL when I cant keep up because of one week I was unable to make it. I logged into my account the other day to make a payment for a payment arrangement and it said it was suspended. I emailed (they never respond) and called and the account manager said it was never suspended. I have screenshots of it in this state and despite them not letting me make a payment, she turned the car off even though I was unable to make the payment bc you guys suspended it. I want a new acct mgr.Business Response
Date: 09/25/2022
Please be advised that we start attempting to contact a customer a few days after they miss their payment. We will attempt to contact the customer each day thereafter until their payment is made. Also, there is a wide variety of ways for the customer to make a payment, including online, over the phone, or utilizing the service ********* which allows payments to be made at locations like 7/11 or WalMart. The customer purchased this vehicle back in March, and since June 6 of the payments were made 12 days late, while the other payments were made 6 or 7 days late.Customer Answer
Date: 09/27/2022
Complaint: 18121316
I am rejecting this response because:I never said that they never contacted me so im really not sure what the point of that response was. This business does not seem to provide any any resolution for customers who may need to make late payments and have nothing in place to offer to get back on track. The last time I spoke with an account representative, I told her my online portal was unable to make my payment arrangement because it said my account was suspended. I called numerous times and the phone would ring and hang up. I confirmed with the initial rep that I would be making my payment online as I always do. My account manager turned off the car even though my Pay Near Me account was shown as suspended and she told me it never was. That was a lie. How would I have seen that and have a screenshot if that were not true. They are being dishonest at the expense of me. I didnt ask how I can make a payment. I asked to get a new account manager that doesnt lie to me and I would love to know how you deal with customers who miss a payment. Read the message and then respond next time? I also purchased the car in March so lets get the facts straight.
Sincerely,
***********************Business Response
Date: 10/10/2022
Pay Near Me is a third-party service provider. We have no control over whether a customer's account with Pay Near Me is suspended or working. Regardless, it is the customer's responsibility to make their payments in a timely fashion. Other than Pay near Me, a customer has the option of making a payment on our website, over the phone, or in person at one of our payment windows. The customer needs to contact Pay Near Me directly to resolve the issues with her account.
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