Complaints

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:07/30/2024

  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 bought a car in July 11 with a broken driver side window the dealership agreed to fix the window. I took it back in July 12 and picked it up that evening and the window was still messed up. I called them and they said they would call me to set up a time to fix it they never called the next day it rained and flooded out the inside of my car but not from that window it was coming in from the dash I called them and they refused to fix anything the car started over heating on the July 12 and the AC was going in and out and they told me to bad I bought it as is. The water is inside the dash as well. When I turn I can hear the water splashing around. The car is still over heating so I can't drive it. They "fixed" the window by putting card bord in there. Every time it rains water floods the dashboard and the floors of the car. They blocked me so that I can't contact them. When they sold me the car they said it was a great car and had no issues I didn't even get to drive the car for a whole day before it flooded and started to over heat.

  

  Business Response

  Date: 08/15/2024

  BBB FILE NUMBER: ********

  
  ** ****** / 2008 Chevrolet Equinox / VIN *****************

  
  At the time of sale, the dealership made it clear to Mr, ********** that:
  1. Any vehicle with over 150k miles is sold AS IS in Illinois – no implied warranty, according to Illinois Consumer Fraud Act (815 ILCS 505/2L. Please refer to signed Buyer’s Guide (Page 2 & 3 of the attached contract documents) and extract below: (815 ILCS 505/2L) Sec. 2L. Used motor vehicles; modification or disclaimer of implied warranty of merchantability limited. (a) Any retail sale of a used motor vehicle made after July 1, 2017 (the effective date of Public Act 99-768) to a consumer by a licensed vehicle dealer within the meaning of Chapter 5 of the Illinois Vehicle Code or by an auction company at an auction that is open to the general public is made subject to this Section. (b) This Section does not apply to any of the following:

  (1) a vehicle with more than 150,000 miles at the time of sale;
  (2) a vehicle with a title that has been branded "rebuilt" or "flood";
  (3) a vehicle with a gross vehicle weight rating of 8,000 pounds or more; or
  (4) a vehicle that is an antique vehicle, as defined in the Illinois Vehicle Code, or that is a collector motor vehicle.

  
  2. He has the option of purchasing a 3rd party service contract at additional cost. Mr. ********** declined and waived this. Please refer to Page 6 of attached contract documents.

  
  3. The dealership is responsible for fixing the issue with the door window. The window was fixed within next few days. After a few days, he complained about the window again and some other issues. We informed him to bring the car over to the dealership for our tech to look at. He stated he already fixed the window himself. Even though the vehicle was sold AS IS, we further offered him to bring the vehicle for our tech to see what issue he is going through. He never showed up for the appointment set for him, but instead threatened and slandered the dealership’s reputation all over the internet. Please refer to the attached documentation.
  

  OUR DECISION: Based on the dealership-consumer conversations, attached dealership-consumer documents, and attached contract, we would like to decline Ms. ********** request!
  

  Please do let us know if you have any other questions.

  
  Thanks!

  
  ******** *******
  ************
  ******************************

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:
  
  
  He is not being honest he shoved card board in there instead of fixing the window and so I reached out to him and he was supposed to call in Tuesday to set up a time to fix the window again and after I called him about the other issues he never called to fix the window and we have a written agreement that he would fix the window so I reached out again and he was mad that I made a complaint to bbb so he refused to fix it. We didn't "slander" we spoke the truth and showed photos to prove our claim. We have a written contract that he agreed the window would be fixed and I'm attaching photos to show he placed card board in there instead of fixing it

  

  Business Response

  Date: 08/17/2024

  I have attached additional response showing the 5 instances the customer stated he already fixed the window and this is why we closed the PSI on July 16th. If the customer is still having issues with the window, please let us know so we can schedule an appointment for him to bring it in for our tech.

  Please let us know.

  Thanks!

  Customer Answer

  Date: 08/19/2024

   I am rejecting this response because please look at the attachment he sent it's says "I fixed the window he would fix" meaning the front window not the driver window so yes that still needs fixed bottom line is he sold us a car with lots of problems that he did not disclose to us so either fix the problems or refund since you knew it had all the problems abd failed to tell us.i called you the very next day because it started having problems you can't tell me you didn't know these problems existed. The very next day the AC stopped working and the car over heated so bad I sat on the side of the road for over an hour. You claim you fixed the driver side window if that's the case why did you shove cardboard in the window? The whole car flooded the second day of having it there is still water inside my dash board you sold me this knowing it was a **** car and you insisted that I sigh a sold as is sign because you knew it had these issues. And yes the driver side window needs fixed! But I'm still going to pursue further. You ripped off a hard working family. The least you could do is try to make it right but you absolutely refused and then gave me the run around and refused to fix the window the proper way! I'm going to attach a photo of the card board that you shoved in the window to "fix" it the driver side window needs the right regulator and motor you didn't even put the right regulator in it. It's similar but is not the correct one for this vehicle 
  

• Initial Complaint

  Date:03/27/2024

  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 February 15, 2024 I have contacted ******** ** ******* about canceling the Gap Insurance on a car I purchased from them in September 2023 a 2005 Volkswagen Passat due to my insurance company *** insurance had declared the car a total loss and Mr. ******* said he would send me the cancellation form for the Gap Insurance I paid for Which he did not luckily I had a copy of the form and filled it out and sent it to Mr. ******* and I followed up with him on February 16, 2024 and he told me he was looking into it I waited a week and once again I reached out to Mr. ******* with no response from him or his dealership On February 27, 2024 *** insurance informed me that they had paid off the loan for the amount that was given to them by Mr. ******* and I forwarded that information to Mr. ******* and on February 28, 2024 once again I reached out to Mr. ******* about the reimbursement of the Gap Insurance which he never responded On March 5, 2024 once again I reached out to Mr ******* on the status of the Gap Insurance and he informed me that he had contacted his rep on the Gap Insurance still I have not heard from Mr. ******* Once again I reached out to Mr ******* with no response from him or his dealership So once again on March 28, 2024 I reached out to Mr ******* and his dealership and got no response I believe that Mr ******* and his dealership has no intensions on refunding me the Gap Insurance that I had paid for I believe that Mr ******* is a thief and I am sure I am not the only white disabled veteran that he has done this to I am reaching out to the BBB to get Mr ******* and his dealership to rightfully refund back to me the Gap Insurance to that I paid to him and his dealership.
  
  Thank You
  ******* ******** ************************

  

  Business Response

  Date: 04/03/2024

  September 9th - Mr ******* purchased the vehicle.
  
  Feb 15th - Request for GAP cancellation received from Mr *******.
  
  Feb 21st - We informed Mr ******* we have not received payoff check from insurance yet.
  
  March 4th - We informed Mr ******* payoff check has not still been received.
  
  March 15th - Check was received from insurance company. Check was short $29.51.
  
  March 20th - Check of $705.13 (prorated for the time Mr. ******* has the vehicle) was issued to Mr. ******* ********.
  
  Mr. ******* should have received the check by the time he filed this complaint. If not received by now, he should please reach out to us.

• Initial Complaint

  Date:12/20/2023

  Type:Product 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.

  We bought our 2011 Ford Edge on 10/20/23 for almost $12,000. We gave birth to a child a week prior and had barely driven the car maybe 4 times (to dr appts). One 11/20/23 we were driving to Springfield to renew my husband's military ID. We had been driving from Pekin, IL and were about 30 minutes from our destination when the warning "overtemperature coolant" came on. Not even 30 seconds later the check engine light came on and the car went into limp mode. We had no control of the car and it was coasting along the interstate. When the car finally stopped on the side of the road it was smoking. We've had two mechanics inspect the car and both say the water pump broke sending antifreeze into the engine and ruining the engine. One mechanic estimated the cost of repairs to be a little over $10,800 and the second mechanic roughly estimated the cost to be around $8,700. We called *** warranty company as they were included in our purchase of the car, but their 90 powertrain warranty does not cover the water pump. We spoke with the dealership and they are beating around the bush saying it was our fault the car is no longer working. We haven't even put 100 miles on this car and it is now completely done for. We have asked them to refund us the money, pay for the repairs, or trade us a car for equal value but they continue to say they are "waiting on their representative" for further action.

  

  Business Response

  Date: 12/30/2023

  Please see attached. Thanks!

  After Ms. **** submitted a Post Sale Issue (PSI) on 11/20/2023, we informed her to file a claim with the warranty
  company. We did not hear from her until 12/13/2023.
  PSI was closed on 12/01/2023 due to no claim found on file and lack of response.
  
  
  
  We received another PSI 12/13/2023 and she informed us that a claim has been filed but it was denied.
  
  
  
  We immediately reached out to warranty company to see why this was denied and how the dealership can further assist.
  Below is the message from our representative:
  “Hi ***. The reason for the claim denial is legitimate, as the water pump caused the damage and it sounds like they didn't get
  off the road immediately.”
  The warranty company denied the claim due to negligence. She should have stopped immediately and have the vehicle
  towed, but vehicle was driven for over 3 exits.
  We took a step further to search for engine replacement in the area. The cost of engine for this vehicle is around $1,500.
  These engines come with minimum of 60-day warranty.
  
  Here are few links:
  2011 Ford Edge Engine 1
  2011 Ford Edge Engine 2
  2011 Ford Edge Engine 3
  2011 Ford Edge Engine 4
  
  OUR DECISION: Based on the above, we would like to decline Ms. ****’s request! However, we are willing to assist with up
  to $1,500 to offset her cost of engine. We must have a proof of payment for the engine and a repair order from a certified
  repair facility showing the repair was completed.
  
  Please do let us know if you have any other questions.
  
  Thanks!

  Customer Answer

  Date: 01/03/2024

  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.

  Please forward this response to the business:

   

  If your contribution is $1,500 for an engine, we will accept.  
  Your reluctance to help further, as well as put the blame on us, your customers, is disheartening.  You continue to say the warranty company states we were at fault but we have spoken to individuals within the company who decline ever saying this and show no record of these words in their communication history between both your dealership and/or us.
  The stress and distrust you have created not only looks poorly on you, but also those individuals who strive to create trust within the used car industry.  Therefore, we will ensure you receive hand deliveries of receipts for the engine and of the installation by our licensed mechanic. We will do this to ensure you follow through on your side of the agreement.

• Initial Complaint

  Date:11/13/2023

  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 bought a 2003 toyota 4runner sport from G-Inspired Automall on April 30, 2023 I had a 3 month/5000mile warranty but the vehicle was stolen to me as a lemon the front end was really rusted and the frame rusted so bad when I was driving down the road it broke and took me to on coming traffic I had control of the vehicle and managed to keep it on the road but when I took it to the dealership they didnt do anything for me other than making me go more in dept financially but selling me another car so now I'm $20,000 in dept with them but not even that I can't even drive the toyota 4runner I had to have it volunteer repo but still am paying for it when they should have rolled my loan into the car I am driving now they sold me after they wouldn't do anything about my lemon they sold. I do need more help on this. Cause I honestly believe they shouldn't even be in business.

  

  Business Response

  Date: 11/21/2023

  ****** informed the dealership about the rust issue on the 4Runner. After evaluating the issue and all conversations, we agreed to finance another vehicle for ******. 
  
  Credit Acceptance financed the 4Runner for ****** on 04/29/2023. 
  
  The dealership financed (BHPH) a 2005 Hyundai Sonata on 08/31/2023. 
  
  ****** has been making payments until 11/07/2023. Vehicle was repossessed. ****** made the outstanding balance payment and retrieved the vehicle from the dealership. 
  
  ****** has never complained about this replacement, and we are unsure why ****** is requesting another replacement of this vehicle. 
  
  Please see attached evidence. 
  
   
  
  OUR DECISION: Based on the dealership-consumer conversations, attached dealership-consumer documents, signed deal paperwork, and attached evidence, we would like to decline ****** ********* request!  
  
   
  
  Please do let us know if you have any other questions. 
  
   

• Initial Complaint

  Date:11/13/2023

  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.

  May 2, 2023
  a decent running car with no major problems
  not sure what you mean about nature
  The business has tried to resolve the situation . but placing impossible demands on me. Wanting me to get my car towed to them by wednesday or not doing work until late in the year or early in the next year. Please read the attached document

  

  Business Response

  Date: 11/16/2023

  BBB FILE
  NUMBER: ********
  
  ** ******* * **** ******* ***** ** * *** *****************
  
  Ms.
  ******* has had several conversations with the dealership on this issue. She
  was supposed to drop off this vehicle for repair in August 2023. She was
  contacted several times over the course of 30 days with no response. We closed
  the PSI ticket on September 1st, 2023, for lack of response.
  We
  reopened the ticket on an exception basis on November 10th, 2023,
  and provided a grace period of about 6 days (November 15th, 2023) for
  Ms. ******* to bring the car to the dealership to fix the issue. This is due to
  the unpredictable schedule of our independent technicians that we have no
  control of. She has not dropped off the vehicle as at the time we are
  responding to this complaint.
  We
  further informed her that if she is not able to drop off at the specified
  deadline, she can drop off afterwards but won’t be able to control when the
  independent tech will get to it.
  After
  providing all the options for Ms. *******, she then requested us to pay **** ****** for an inspection of her vehicle and towing the vehicle to our
  dealership.
  Please
  see attached evidence.
  
  OUR
  DECISION: Based on the dealership-consumer
  conversations, attached dealership-consumer documents, and attached evidence,
  we would like to decline Ms. *******’s request!
  
  We are still willing to offer Ms. ******* the opportunity to
  drop the vehicle off at our dealership for repair.
  
  Please
  do let us know if you have any other questions.

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because: because from the beginning, when I bought the car in May of 2023,  and complained in May 2023 that the engine light is on in my car and per you invoice, the work was completed on June 16, 2023, so I am not understanding why there would be a need to bring it back in that short period of time.  Per a conversation with my son, you had to send the part back AND SAID THAT MECHANIC HAD PUT ON THE WRONG ONE, so what did you put on my car, some catalytic cleaner, cause it came back on in  COUPLE OF WEEKS later.  After finding out that it is still engine light is on and now blinking, a creditable Hyundai dealer told me not to drive the car with light blinking .  Car also has misfire.  You (*** and staff) told me they would fix this, well I am waiting.  Over $10,000 damage to vehicle, I know used cars takes some TLC, but not right away.  Have not had the car 6 months, making payments and keeping insurance on a car that is damaged on the underbody, Oh your invoice says rust repaired in February, I guess some spots were missed by your inspector, per ****.  

  Please come with a better solution.
  
  
  ,

  

  Business Response

  Date: 11/17/2023

  We replaced the catalytic converter when we first had the vehicle. We informed you that the code could be for the 2nd catalytic converter or an oxygen sensor. Without our tech having and scanning the vehicle, we cannot do anything, unfortunately.

  Again, please bring the vehicle so we can scan it to determine exact issue.

  Again, without us having the vehicle, we are limited to what we can do to help.

  Thanks!

  Customer Answer

  Date: 11/18/2023

  Ms. ******* emailed BBB on 11/18/23 with the following information: 

  Note on the Carfax given to me by ***, the car was first delivered to a dealer, a PDI (pre delivery inspection) was completed in 2009.  An emission inspection noted in 2010, 2011, exempt in 2012, performed 2013, 2014, 2015 , 2016, 2017, 2018, 2019, 2020. I only put those dates there off of the Car Fax report to bring attention to the fact that if my car had been worked on, a service report should have made known to CarFax, since the manager wants to play by the rules of CarFax.  His work by his mechanic is not reported in the month ofFebruary or June or after, except the changing of the air filter and oil changes performed at Take 5/The Lube Spot, when I took it there as noted on the receipt.  Please ask these questions, I really would like the answers

  • Can you ask the place of business  why in the month of June did the 2009 become exempt on the miles? there are some exemptions wherein you actually are no longer required to actually declare the odometer reading?  There are several cars on his lot that is exempt.
  • Why did the 2009 hyundai become exempt on the miles?
  • Are most of your cars 2010 and below under the federal rollback laws
  • Why would a dealership take possession of a car without title?, so why did he?
  • Did he use the SUV as a demo car or was it Jamil?
  • Why did ******* not report the repairs in February and the other in June to CarFax?
  • Why did you say that the work was done in June and I was at work during that date and time.  I have  proof that I was at work during the time of his receipt, also said to him in front of him and my son by ******. When **** was called on it by me, she tried to deny saying, but the work order does not lie.
  • He asked me I wanted, Is he willing to pay for the repairs to my exhaust system? At a reputable shop, at this point I am not trusting the work of ******* or any of his mechanics, with all that rust and corrosion on nuts and bolts, gaskets damage, when he allegedly inspected the SUV, I think I should have been made aware of those issues and by law too. noted in pictures..

  
  
  A PDI is usually conducted at the dealership, where inspectors examine every aspect of the vehicle such as the fuel and exhaust system, engine compartment, and electrical controls.Before the car is delivered to the client.  There is none noted on CarFax, so when was one done?  PDIs also include a road test to ensure general steering and handling, transmission, and brake operation are in good working condition. 

  Thank you in advance

   

  ********

  Customer Answer

  Date: 11/20/2023

   I am rejecting this response because: The manager never told me that he was aware that there were 2 cat. converter on the car. The diagnostic text that I provided for him told he and his mechanic exactly where it was at. 

  The P0430 code stands for “Catalyst System Efficiency Below Threshold (Bank 2).”This trouble code is triggered when the computer detects a problem with the catalytic converter mounted near engine bank 2.

  A faulty catalytic converter, damaged O2 sensor, wiring issues, and exhaust leaks are the most common reasons why the on-board computer can log a P0430.

  If the computer logs a P0430 code, your vehicle can exhibit symptoms like an illuminated check engine light and a failed emissions test. 
  
  
  P0420 stands for “Catalyst System Efficiency Below Threshold (Bank 1).”
  This trouble code is triggered when the on-board computer detects that the bank 1 of the catalytic converter is underperforming.
  A faulty catalytic converter (usually due to overheating and contamination) is the most common reason why this code is logged.
  Once a P0420 code is detected, your vehicle can exhibit symptoms like an illuminated check engine light and a failed emissions test.  

  The code indicated was  P0430, meaning it was at the threshold, which in the photo, it was surely shows that it was not changed. A good mechanic would known what the problem was just by looking at the diagnostic.  Did you show it to him, so that yall would order the right part? 

  Do I have to keep going through this with you ***?  No ,I dont am I am not, clearly you are  willing to have my exhaust fixed, but I would like to have it fixed at a muffler shop of my choice

   I do not trust the work of your mechanics.   Can you do that? You are clearly trying to find a space to wiggle out of this. Your business reputation has been stained many times on BBB. Do the right thing to satisfy a customer.

  Thank you in advance ********

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  12/27/2022 I put a downpayment of $1,000 for a Chevy Equinox. Sales Manager that sold me the vehicle originally told me there was no issues with the vehicle. Two days later the vehicle starts having problems, it would shake terribly when driving, i brought the vehicle for Maintenace and they said they fixed it, About a month later the vehicle starts making a loud ticking sounds from the engine, I brought the vehicle back to the dealership for maintenance and turns out they replaced the front calibers. A month later i noticed the vehicle making noise again turned out the vehicle had not engine oil which there was an oil change done recently. took it back for maintenance and seen it had no engine oil, they said they fixed the problem, about two weeks later I brought the vehicle back to check if the problem was resolved. Again the vehicle had not oil again. Sales Manager stated they were unsure of where the oil was going and unsure if they'd be able to fix it. I asked if they would be able to drop the sale price due t having an on going issue of if they would be able to refund what i've already spent. Its been a month and still no solution. And still no answers to my concerns. Recently The vehicle started making the same ticking sound from the engine that was supposed to be resolved months ago. I do have all of the maintenance paperwork they have done to the vehicle. At this point the vehicle does not sound good and it drives off. Sometimes it feels like the vehicle might shut off and when accelerating it sounds and feels like there is an issue there. I do not feel safe driving the vehicle and the only time I drive is to commute back and forth to work.

  

  Business Response

  Date: 06/04/2023

  We have communicated with customer several times. She needs to bring the car back to the dealership so we can move her into a different vehicle.

  She needs to schedule an appointment.

  Thanks!

• Initial Complaint

  Date:05/10/2023

  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.

  On October 4, 2022 we purchased a vehicle from G-Inspired Automall in Washington IL. Within two days after purchasing the vehicle the check engine light came on. They had us go check to see what the issue was. We submitted paperwork to them showing them what the issue was, when they got back to us they told us that it would take only a few hours for them to fix the issues. So we brought the vehicle back to them and they gave us a loaner for the day while they fixed ours. A couple of weeks later the engine light came back on and we had to bring the van back to them. We paid for a hotel for a night because they said it would take them overnight to get it fixed. When we picked up the vehicle the light came back on and they realized that the part they put in was a bad part and they had to order another one. We waited over two weeks for the part to come in. When they got the part in we brought our vehicle back to them and they kept it for five days while having us drive a loaner. When we went to pick up our vehicle they told us that they didn’t replace the part that they only drove around town for five days in our vehicle. And now that we are once again asking them to fix the issue they told us that we have to go through the warranty that they are not going to fix it. I am requesting my hotel expenses paid back to me. An expense that I didn’t have to spend or occur since they didn’t fix the vehicle. I have attached a photo of what I paid for the hotel along with photos showing that we had the vehicle inspected within two days after purchasing like the dealership asked us to do.

  

  Business Response

  Date: 05/16/2023

  COMPLAINT ID: ********** *******/ 2015 DODGE CARAVAN/ VIN *****************Ms. ******* and Mr. ******* ***** purchased the 2015 Dodge Caravan on October 4th, 2022. After few days, they complained the check engine light came on. We diagnosed the issue to be the oil cooler. The dealership scheduled a time for them to drop off vehicle and had them drive a loaner till the vehicle was fixed.Repairs were completed October 25thand customer picked up vehicle from the dealership. They complained the light came back on –the technician realized the oil cooler we got was faulty. A new oil cooler was ordered and was installed in the vehicle.After few days, customer complained the light came back on. They dropped vehicle off. We had 3 people drivingthecar for about a week and we had no light on during this period.Vehicle was picked up afterwards.Since December 6th, 2022, we never had any complaint from the customers until we gota call from them few days ago. Thisimplies no issues were experienced for about 5 months during the use of the vehicle.Referring to the attached exhibits, all repairs promised had been completed as agreed by the dealershipat no cost to the customer.We advised customers that they had 2-year service contract which is valid until October 4th, 2024. We provided them with the contract number and the service warranty provider and informed them that their deductible isjust$100, in case they have any issues.The dealership provided a loaner car during this time of repairs. Dealership is not responsible for hotel expenses of customers.As of today (05/15/2023), no claim has been submitted to the warranty company.Withthis response, we are re-attaching the service contract for the customer, if they would like to file a claim on the issues, if any.Attached evidenceand exhibits:******** ******** -2015 Dodge Grand Caravan –******–shows proof of repair completed on the vehicle..********* ***** DODGE GRAND CARAVAN ****** **********–shows all deal paperwork.3.Exhibits–shows our internal Post Sale Issue tracking processand proof of valid service contract.4.Service Contract–Customer service contract showing contract number, plan selection, term, and deductible.OUR DECISION: Based on the above, attached dealership-consumer documents, and attached exhibits, we would like to decline Ms. ******* and Mr. ******* *****’s request!Please do let us know if you have any other questions

  Customer Answer

  Date: 05/16/2023

   I am rejecting this response because:
  
  
  If they so called, put in a new part, then it should be covered under warranty and they should fix it. They fixed the oil cooler and oil pressure switch. The oil pressure switch is the part that has been faulty and they NEVER replaced the faulty part. They said they drove it and it was fine. Where is the warranty for the new part that was replaced? I will take that. They didn’t put in a new part, that is why they didn’t give me the warranty for the new part. 

  

  Business Response

  Date: 05/18/2023

  Attached will show the additional warranty that was given to you at the time of purchase that covers powertrain issues. This covers the oil cooler that was replaced. Please refer to each section and read carefully.

  These were part of your paperwork given to you at time of sale. All parts are warrantied for a limited time - refer to page 1.

  If you have questions on any of the terms, let us know.

• Initial Complaint

  Date:04/17/2023

  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.

  Bought a car that smokes at startup and also Burns oil my warranty says 3 months or $5,000 miles whichever comes first it has only been 2 months since I bought the car and neither the warranty company or the business will give me any compensation.

  

  Business Response

  Date: 04/26/2023

  BBB FILE NUMBER: ********

  ** ****** / 2005 TOYOTA CAMRY / VIN *****************

  *** ****** filed a PSI (Post Sale Inspection) with the dealership on the issues he experienced with his vehicle. He was advised to file a claim.

  The status of the claim is “pending” according to the claim portal (please see attached *** Claim Status). Claim was not denied.

  He has been informed several times to follow the due process of the service warranty company – customer must call service company to approve repairs/tear down (please see attached Text Conversation, Email Conversation 1, and Email Conversation 2.

  *** ****** has refused to call *** to authorize the tear down or repair of the engine.

  Attached evidence:

  1.         ****** * ****** * 2005 Toyota Camry – ****** – shows the prior inspection and work completed to the vehicle prior to purchase.

  2.         ****** * 2005 TOYOTA CAMRY ****** ********** – shows all deal paperwork.

  3.         Email Conversation 1, Email Conversation 2, & Text Conversation - shows emails and text message sent to *** ****** about authorization process of the claim.

  OUR DECISION: Based on the dealership-consumer conversations, attached dealership-consumer documents, and attached evidence, we would like to decline *** ******’s request!

  Please do let us know if you have any other questions.

  Thanks!
  

• Initial Complaint

  Date:10/11/2022

  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 bought a car from them on April 21st 2022. The car broke down the end of June. I only put 2,000 miles on the car while I was able to drive it. I have it had it in 2 different shops for a months at a time. I’ve been in contact with G Inspired and they refuse to do anything about the car. They won’t trade it in they won’t help me with the issues. I’ve spent almost $3,000 trying to get the car fixed. Please call me if you need to talk more about it.

  

  Business Response

  Date: 10/17/2022

  Ms* ******* purchased the vehicle April 21st, 2022. The purchase came with a 24-month/26,500-mile Essential warranty. She contacted the dealership about this issue June 22nd. She was informed to contact the warranty company. 
  
  She claimed she did not have the warranty information and she was sent a copy. She contacted the dealership again August 25th about the issue. We immediately contacted the warranty company to find out why Ms* *******’s vehicle was not fixed. 
  
  The warranty company informed us that they only received one claim for radiator on June 28th, paid for, and repaired at Merlins. They had no record of any other claim. 
  
  We informed Ms* ******* but she said the warranty would not cover the computer issue. The warranty company had no record of 2nd claim from Ms* *******, so there was no record of a denied or approved claim – this implies no claim was filed with the warranty company for the 2nd issue. All these were communicated to Ms* ******* - see attached exhibit (“Conversation Carissa”) 
  
  Since Ms* ******* decided not to file a claim with the warranty company, we suggested another technician that can take a look at the vehicle for her. 
  
  Ms* ******* decided to either trade in the vehicle or contact a lawyer. We had our Finance Manager contacted Ms* ******* on her options for trade in and he was able to work a deal for her.  
  
  Till date (10/13/2022), Ms* ******* has not contacted us and has refused to bring the car in to trade in. 
  
  OUR DECISION: Based on the above, dealership-consumer conversations, attached dealership-consumer documents, and attached exhibits, we would like to decline Ms* *******’s request!  
  
  Ms* ******* has the option of trading in the vehicle to the dealership for another vehicle of her choice or contact GWC Warranty to file a claim for the issue. 
  
   
  
  Please do let us know if you have any other questions.