Complaints

This profile includes complaints for Guaranteed Motor Cars's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guaranteed Motor Cars

  10926 Southwest Hwy Palos Hills, IL 60465-2320

  
• 

  Guaranteed Motor Cars

  18024 Torrence Ave Lansing, IL 60438-2134

  
• 

  Guaranteed Motor Cars

  8844 Indianapolis Blvd Highland, IN 46322

• 

  Guaranteed Motor Cars

  11002 Southwest Hwy Palos Hills, IL 60465-2322

  
• 

  Guaranteed Motor Cars

  855 E Grand Ave Lake Villa, IL 60046-7813

  

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: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 went to purchase a vehicle and was also using my vehicle for a down payment **** was selling me a ****** 2018 pathfinder I drove it home for my title it seemed find but after a couple of days wen I put it on the road every light came on and to turn right there was a loud noise that came wit that the tired were dry rooted the brakes made a noise the axle was noisy so on the third day I returned the car and he stated its under warranty but in three day ****** dollar car and Im using the warranty so he stated he would fix all the problems I left both cars and returned for mines chyrler 200 he stated try the pathfinder all the problems Wer fixed on that Wednesday July 3 but none but the brakes Wer fixed so on July 5 I return and told him I just wanted my car back but I did look at other cars but the payments were to high so I just wanted my car back but he stated no on July 1 I had all ready canceled the deal at my bank because of the problems at that time I thought he was selling me a ****** dollar lemon no deal just give me my car and **** still have my car

  

  Business Response

  Date: 10/14/2024

  cusotomer already settled with this situation 

• Initial Complaint

  Date:07/28/2024

  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.

  Originally I gave this dealer a 5 star review, but will now be giving a 1 star and if I could 0 star due to them stating they will install new tires when in fact they installed used ones and along with them blowing on the highway less than 7 miles from the dealership.We are out of state buyers and requested the dealer to install 2 new front tires prior to actually purchasing the car. We gave them a week to sort out our requests and came back to pick up the car. They repeatedly said they installed new tires, but looking closer the tires they installed were manufactured MAR 2021 which is definitely not new (did not notice until examining pictures again).These tires blew up right when we came off the highway ramp suggesting low tire pressure. Either thats from tire rot or something causing low pressure.They then sent a tow truck to send to a tire shop to install tires where they said they were out of new ones so they could only install used ones, but once we got home, we can call MJ to discuss installing new tires. Since we were out of state, we let them install 2 used tires on the front so we could head home.We called the next day and MJ would not agree to install new tires for us and insisted that the tires they installed the first time around were new even though on the *** code, you can see they were manufactured in MAR 2021. New tires should not have this date.I suggest to everyone to not get fooled by their initial customer service (good up until the incident) and to avoid this dealership.

  

  Business Response

  Date: 07/29/2024

  Before the time of sale the cusotmer was promised 2 tires to be replace and we did replace them with used tires as promised. The customer left the dealership knowing they are used tires in excellent condition. After the customer left looks like the hit a bump in the road and popped the tiree theres know way the tire becamed that damage with out hitting something at all and they kept driving on a popped tire. 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22055535
  
  I am rejecting this response because:

  
  At time of purchase, we requested the front new tires to be replaced, but in the businesss latest response, it said we requested used ones.

  The latest phone conversation (that we have a recording of on Saturday 7/29/2024 8:35 pm) shows sales manager MJ admitting verbally he installed new/brand new tires not once, but many times and he repeatedly says they are brand new tires. The photos we have, show that the tires are used tires (manufactured MAR 2021 with worn treads) so they did not install new ones. So it shows the dealership installed used ones despite the customers request for new tires.

  We assumed the installed tires were new because it is what we requested and they repeatedly said they had put on new tires as requested. This is very deceitful tactics and taking advantage of the customer. During previous conservations as well, they stated they would install new tires. The latest phone conversation and their latest BBB message shows the deceitful nature of this dealer.
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/14/2024

  customers complain is not accurate we helped with them getting towed at our cost to a tire shop on got the tire replaced for them at no charge to them 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22055535
  
  I am rejecting this response because:
  My complaint was old tires were installed when new cars were requested. Once the tire blew up that the dealer installed, they replaced it with used ones and told as they would handle it once we reached home. Once reaching home, they would not honor their agreement. Phone conversations by the dealer repeatedly mentioned that new tires were installed, but they were used tires. Deceptive practices in selling cars.
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/18/2024

  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.

  We bought a vehicle from this business. The day we bought it, they did not do any service on the vehicle. Zero maintenance on it when we bought it. They kept prolonging the date past their warranty date of return for our vehicle to get serviced. They told me to bring the vehicle 3 hours before the service man was even in. I brought two young children with me and they didnt make it a priority to take care of us. They were caught up on talking about their vacations and who left home early the day before. My vehicle has been there for 2 days and they refuse to give me an update on the vehicle. They put us on hold more than 5 times that we called. They purposely pushed our service date back so we wouldnt be able to return the car if we no longer found it satisfactory. This business needs to be looked at ****.

  

  Business Response

  Date: 10/14/2024

  The customer came in asking the wrong people about the situation. We had our service advisor talk to them after finding out what their situation was, and solved the situation. 

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising 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.

  Refusal to Provide Approved Paperwork: Despite requesting approved paperwork from the bank containing my information, Guaranteed Motors Cars repeatedly denied access. This lack of transparency raises concerns about the legitimacy of their financing process.Unsolicited Late-Night Contact and Deposit Request: On March 28, 2024, after emailing the owner with concerns, I received a phone call from the dealership at 10:30 PM, requesting additional information and a deposit for a vehicle they had not processed. This aggressive solicitation demonstrates a disregard for professional boundaries.Attempted Billing for Pre-existing Body Damages: During the purchase process, Guaranteed Motors Cars suggested I pay for pre-existing body damages before finalizing the purchase. These damages were not disclosed upfront, and the dealership's request is deceptive.Unauthorized Credit Check on Co-Buyer: Without consent from co-buyer, the dealership personnel took my co-buyer's information at 10:30 PM and conducted a hard credit pull, violating consumer rights and breaching privacy.I request that the Better Business Bureau thoroughly investigate Guaranteed Motors Cars' practices and take appropriate action to rectify these issues. Enclosed are relevant communications and documentation.Thank you for your attention to this matter. I trust the Better Business Bureau will take swift action to address these concerns.Sincerely,T. *******************************

  

  Business Response

  Date: 05/16/2024

  Out of state customer and He applied online and got rejected for financing by the lenders
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  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.

  I began an online conversation with **** from Guaranteed Motor Cars in *********** ******** on January 11, 2024 following a lead on a 2023 Dodge Durango I saw on the Cargurus web page. **** and I communicated via text and phone. We had several correspondence regaurding the cars condition and price. **** send me pictures and video all the while assuring me the car was in perfect condition inside and out. We settled on and agreed price and arranged to have the car delivered to my house since I live in ********* and the car was sold in *********** received the car on January on Saturday the 20th of January. Upon delivery of the vehicle it appeared the car had been in a hail storm with several small dents covering the car. It also had a pretty significant scratch on the left front bumper that was painted over with what appeared to be house paint. Upon further review the drivers side seat belt was not in working order due to molding falling off on the interior. I took the car to the automotive shop the following Monday only to find out that this car had not even had an oil change in preparation of sale. In the following day the cars bottom molding and wheel molding began to fall of at which time I took it to the autobody repair dealer to find out it was missing several clips and rivets that hold these pieces on. The Autobody shop stated it had been taken apart and poor PDR was attempted and then poorly put back together. I called **** and he stated he was sorry and that he would make it right. upon sending him and estimate for repairs he has stopped communicating with me.

  

  Business Response

  Date: 03/18/2024

  Vehicle was sold and everything was in the photos advertised. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21265172
  
  I am rejecting this response because: This vehicle was not sold in " as is " condition.  It was told to me in a text that this vehicle was in perfect condition absolutely nothing wrong with it. Clearly the evidence suggest it was in a hail storm and a poor attempt at repair was made actually causing more damage to the parts that were taken off for repair, as reported in the autonomy repair shop listed above. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/22/2024

  the vehicles are photos high resolution photos all our cars are in as is condition but like we explained to her if she brings the car out here we can take care of it with our pdr guys 

• Initial Complaint

  Date:02/05/2024

  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.

  12/15/23 bought a car I can't get a title to. I have talked with ************* who says they don't have an *** number. Guaranteed Motor Cars from *********** says they need the *** number and SOS power of attorney which I refilled out online. I have a copy of this filled out in my original paperwork. Automotive ******************** ** says they can't process the title for ******** without it. Meanwhile, I have a car I am paying insurance on that I can't drive. Also, discovered when I took the ***** to the dealership in *************, ** that they did not do the recall on the gas tank straps like they said they did. They sold the car to me with an open recall. I specifically asked if the recall had been done because ***** is doing a buy back if it couldn't be fixed.

  

  Business Response

  Date: 04/04/2024

  everything was taken care. of for the customer for our out of state deals we use a third party registration company and their process to get the out of state deals done takes longer than usual but everything is processed

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21248539
  
  I am rejecting this response because: The dealership was told to mail the title paperwork to the ** SOS by the ******** SOS. They sent a title from ******* dated from year 2020. There was a newer one from ** dated 2023. ** SOS sent everything back to them and told them they need the newer one. Ive been told they have now applied for a duplicate title. As of April 4th, I still have no title and cant plate my car. There is no excuse for it to have taken this long. It will be 4 months on the 15th. ******************** says they have 21 days to supply a title and MI SOS says 30 days. They need to take ownership of the problem and get me my title. I will be pursuing legal action for damage I have suffered because of them blaming this problem on everyone else and not fulfilling the contract that I signed with them in good faith that the car was ready for sale. I still have no title so no they have not solved the problem.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/22/2024

  everything was taken care. of for the customer for our out of state deals we use a third party registration company and their process to get the out of state deals done takes longer than usual but everything is processed 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21248539
  
  I am rejecting this response because: as of 4/21/2024 The ******** Secretary Of State is trying to help us. The dealers finally sent another title to the ******** Secretary of State. However, they didnt include any of the money due to process. The lady at the dealership doesnt know how much to send. **** at SOS here in ******** is going to call the dealership and let them know how much they were supposed to send and find the title they sent to see if it is the right one. I was emailed a picture of the title and it looks like they are trying to not title it in the dealership name. They are trying to go from the owner in ******* to us. I dont know if MI will allow this. But as of today the car sits in the driveway unable to be used. It has been over 4 months now since we bought the car. Also, discovered they have a law suit against them from 1/24/24 of this year. Not a reputable dealer and should not be accredited by the BBB.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from the business on 11/10/2023. We made the purchase remotely based on photos, a Carfax report, and a description of the vehicle. I spoke with a salesperson on 11/3/2023 and specifically asked him to please verify the condition of the vehicle. He replied that the vehicle was in great shape and very nice. *** vehicle is a Range Rover Velar with, at the time, approximately 30k miles. *** price was approximately $42,000. A fair price but not a bargain my any means.My wife flew to ******* and drove the vehicle home 11/14/2023. On 11/15/2023, when we really got a good chance to look over the vehicle, a number of undisclosed problems were found and more and more as the week went on. Items that are far beyond 'normal wear and tear' for a vehicle with only 30k miles. ***re are a number of problems with body damage including scratches and poorly touched-up dings. ***re is rust in front of the left rear wheel that was covered with touch-up paint. *** climate/vehicle control screen does not work reliably, taking anywhere from **** minutes to come on, the power rear hatch works intermittently, the driver-side door handle button does not work, and there are 2 very pronounced cracks in the front bumper. *** worst part is that the vehicle was clearly smoked in and now my wife has an allergy attack any time she spends more than **** minutes in the vehicle.

  

  Business Response

  Date: 01/08/2024

  The customer flew out and came and checked the vehicle out and inspected it carefully. Even received the opportunity to test drive the vehicle for about 15 minutes was very satisfied. The vehicle sold had  black interior and the photos sent are not the photos for the vehicle we sold them. There is something wrong here. The vehicle was fully detailed and his wife even drove the vehicle around as well and never complained about anything smelling like smoke and this vehicle was definitely not smoked in. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20955020
  
  I am rejecting this response because:

  To suggest that the photos provided do not match and are a different vehicle is ludicrous. I am happy to provide a walk-around video starting with the *** plate showing all issues with the vehicle. Yes, my wife had a few minutes to look at and drive the vehicle. She did not look for the various body damage and rust because, based on the photos and description provided, there were none. One of the primary issues is the center climate/vehicle control screen not working. It was working when she picked up the vehicle but it stopped the first time she shut the car off to buy fuel. If the vehicle is turned off for more than a couple of minutes, the center screen shuts off and then takes several minutes to come back on. It would have been very easy for the dealership to have made sure the screen was working when she picked up the vehicle. The salesperson told us that he drove the car for 2 days. There is no way that this issue did not occur during this time. The condition of the vehicle was deliberately withheld and concealed. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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.

  7/8/2023 paid $20,244.26 to Guaranteed Motor Cars in ******* ********. Purchase 2018 ***** hrv. I have not been able to drive this vehicle because since I have brought it home it continues to break down on me. It has been taken to mechanic 3 times with no solution. Guaranteed motors has now ghosted me and will not respond. I would like to pursue a refund for this vehicle. Per ******** law consumers have 15 days protection. Please help me

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  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.

  Date of transaction 5/27/23 for $33,027. On 5/29/23, 2021 ****** Murano started blowing heavy white smoke from tailpipe. Took vehicle to ****** dealership and was advised to return vehicle. ******** states "Someone has clearly attempted to clean sludge from motor. ********* inside engine still, and oil dipstick was scraped/grinded to get burnt oil off". Was told the engine warranty was voided due to the fault of the previous owner. Went back to Guaranteed Mortor Cars to attempt to return the car and was refused. They said they already paid sales tax and are asking for a cancelation fee of $2745 including sales tax.

  

  Business Response

  Date: 06/03/2023

  customer came back and we came to an agreement we fixed the vehicle for him and paid for a 24 moth warranty with *** for him free of charge to him now customer is satisfied 

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From The Day I Bought The Use Car On June 17th 2022 Its Been Needing Work I Havent Driven The Car No More Than 5 Months All **gether From August ** January I Was Catching Ubers ************** ** Work I Even **ok It Back ** guaranteed ****************************** Didnt Fix Nothing That Was Wrong With My Passenger Door Still Doesnt Open Still When They **ld Me They Would Fix It I Have ** Get The Rim Replaced Because It Was Cracked Ive Bout 6 Tires For This Car A New Alternator Continuously Getting **wed Because The Car Would Shut Down On Me On The High Way Or Street I Have Multiple Receipts That Shows Every time I Put Money In ** The Car. I Also Highlighted Some Of The Payments I Mad With The ********** Auto Repairs.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19956838
  
  I am rejecting this response because: Ive Been Coming Out Of Pocket For Everything With This Car The Warranty That I Was Set Up With By This Car Lot (GWC). Ive Sent In Every Time I Came Out Of Pocket For Each Repair. Everytime I Called ******************** It Was Nothing They Could Do. Dealing With The Issues On This Car Has Made Me Lose My Job, Made Me Fall Behind On Multiple Bills because Before I Was Dealing ***************** I Had No Problems With My Attendance at Work & Timing On My Bills
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/22/2023

  after 6 months ****** purchase ad for us to get these kind of remarks does not make sense we havent heard from you since ** purchased your vehcile. And waranty compnaies like gwc obviously are to be delt with from repair mechanics and repair faculities. not with consumer directly. so if you are miss communicating with your warranty copany what does that have to do with us? 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19956838
  
  I am rejecting this response because:Ive Walked To Guaranteed motor Cars Multiple & Explained To Them That Car Was Drivable At All. They Reprinted Out My Warranty & Told Me To Take It To ****************** Which I Did. 
  
  Sincerely,
  
  *************************