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:12/11/2024

  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.

  11/20/24 Bought car (2014 Mercedes, ****** miles, one owner) Our complaint is that they sell used cars without disclosing known issues. They told us that the car was quote "a perfect example of a used car."After purchasing, we noticed quickly that it had hail damage that was not disclosed (only noticeable in certain lighting). Upon further inspection the dirt marks we thought were on the windshield were actually three small cracks from hail damage. The next day we noticed the brakes started squeaking. After having the car inspected by hail professional and mechanic, we discovered many things that should have easily been seen during the initial inspection by Dreyer & Reinbold including brake issues and two leaks. IT MAKES US WONDER IF IT WAS REALLY INSPECTED AND SERVICED. A quick ****** search you will find that it is unethical and potentially illegal to sell a leaking car. They told me the car had new brakes and was in great mechanical shape.Below are the issues we are left with because Dreyer & Reinbold does not care about their customers. They hide behind their as is disclosure. We bought a car through a dealership thinking they would be more honest, unfortunately this is not the case. We feel they should be responsible for some of these items.Radiator Leak (needs replaced) $1092.10 Hail Damage (significantly impacts the cars value) $1711.35 Hail damaged windshield est. $450.00 Front Brakes, rotors and caliper slides $512.40 ************** Seal $497.94 We thought Dreyer and Reinbold was someone we could trust. We paid a higher price than other comparable cars, because this one, was a one owner low mileage well taken car of car. We discovered this is not the case.

  

  Business Response

  Date: 01/07/2025

  The 2014 ******** was traded in to us on November 11, ************************************** our ****************** using our standard safety inspection. The vehicle was placed for sale "As Is" and was sold on November 20, 2024 in good faith.

  Our safety check included a measurement of brake pads that measured 9mm of pad life remaining. The Carfax report also indicates new front brake rotors were installed at ************* of ************ at ***** miles. Our inspection noted brake pads at 9 mm of pad life remaining and that the vehicle stopped safely.

  No oil leaks, coolant leaks, or any other fluid leaks were observed during our visual safety inspection.

  While hail damage is not part of our safety inspection, we provide a courtesy Carfax report along with reviewing the cosmetic condition of the vehicle with the customer. The Carfax report on this 2014 ******** does not indicate previous hail damage. The customers and their sales representative also did not note hail damage during their visit to test drive nor during their visit to pick up the vehicle.

  Attached is the worksheet we used to communicate pricing to the customer, which has "As Is" hand written by myself and signed by the customer. There is a copy of the Federal Buyers Guide, signed by the customer, acknowledging they were buying the vehicle "As Is", as well as the "accept/decline" page indicating the customer was offered a service contract to cover the expenses of future repairs and the customer declined.

   

   

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Our safety check included a measurement of brake pads that measured 9mm of pad life remaining. The Carfax report also indicates new front brake rotors were installed at ************* of ************ at ***** miles.Our inspection noted brake pads at 9 mm of pad life remaining and that the vehicle stopped safely.
  

  RESPONSE***The Carfax states the rear brake pads were replaced on 7/3/23 with ****** Miles, not the rotors or front brakes. We declined the Tire Warranty option as we were told the brakes were in like new condition. We replaced the front brakes pads and rotors as they were in poor condition. (See the attached receipt for replacing the front rotors and brake pads)
  
  No oil leaks, coolant leaks, or any other fluid leaks were observed during our visual safety inspection.

  RESPONSE***A Mercedes has an undercar shield that would need to be removed to see the leaks. A visual inspection wouldnt disclose any leaks without physically removing the shield. The mechanic who observed the leaks even told us that the leaks were old and were visibly on the shield pan. It is evident that their mechanic did not remove the shield and properly inspect the car.
  
  While hail damage is not part of our safety inspection, we provide a courtesy Carfax report along with reviewing the cosmetic condition of the vehicle with the customer. The Carfax report on this 2014 ******** does not indicate previous hail damage The customers and their sales representative also did not note hail damage during their visit to test drive nor during their visit to pick up the vehicle.
  
  RESPONSE***As I am sure they are aware CARFAX does not typically disclose hail damage. Our salesmans ******* *****, reached out to us on 11/22/24 6:19AM to ask how our purchase went. I replied, (attached email) that we were extremely disappointed that the hail damage was not disclosed. Again,the hails damage is only noticeable in certain lighting. I told ******* we would be having the car inspected as we no longer trusted Dreyer and Reinbold initial inspection. After that he no longer responded to emails.
  
  Attached is the worksheet we used to communicate pricing to the customer, which has "As Is" hand written by myself and signed by the customer. There is a copy of the Federal Buyers Guide, signed by the customer, acknowledging they were buying the vehicle "As Is", as well as the "accept/decline" page indicating the customer was offered a service contract to cover the expenses of future repairs and the customer declined.
  
  RESPONSE***We are fully aware we signed an As is agreement. Only under the impression that Dreyer and Reinbold were honest, disclosed issues and actually inspected the vehicle. We were not told it was only a visual inspection;we were told it was in excellent mechanical condition and the car was fully inspected. We were even told a doctor owned it and took incredible care of the vehicle.  This was not the case. Luckily, we decided to have the vehicle inspected before our 17 year old started driving an unsafe car with a leaking radiator, cracked windshield and brakes that needed replaced. I will make sure to inform everyone I know how dishonest this dealership is. I am starting to question if the mechanic even changed the oil.

  I hope my responses will explain why I do not believe my issue was resolved. They are standing behind the "As is" but clearly has to know about some of these issues or they didn't inspect the car.  It is very unfair to the consumer. I hope Indiana rethinks their laws on "As is" disclosures. ************* are allowed to get away with anything, it is truly unfair. I hope BBB posts my complaint to protect future purchasers. 

  Regards,
  
  ****** ******

  
  

  Customer Answer

  Date: 01/13/2025

  Carfax Report. 

• Initial Complaint

  Date:12/03/2024

  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 purchased a 2012 *** 535 iGT on July 19, 2024 for $14,500. We purchased vehicle with ******miles and vehicle stopped working roughly at ******miles on October 16, 2024. Business selling *** vehicles is committed to sell a dependable car longer than 800miles and 3 months of use. We towed the vehicle back to dealer for inspection to find that the *** was bad. This is the main component to run the vehicle. After 3wks of car sitting in service D&B came back to us with no solutions other than charging us $7,500 to repair the ***. ***'s should last close to ******* miles on a *** unless it's been submerged in water or been cracked in a collision. Both of these can be seen with a vehicle inspection. Overall customer service, lack of communication and backing their reputable vehicles, such as a ***, was extremely poor. We feel, as a consumer, we should be compensated at least $10,000 as we took this to multiple dealerships for trade and the value at this time is $1,500 at best. *** needs to be notified of this organization and their lack of supporting their defective cars.

  

  Business Response

  Date: 01/15/2025

  After taking the car in on trade it was inspected by our ****************** and it was recommended to replace all 4 wheels and tires as well as to replace the front brake wear sensor and reprogram. We preformed all recommended work. The car was sold to Mr. ***** in good faith on July 19, 2024. Mr. ***** called into the store one week later (July 26th) complaining that car wasn't performing to expectations. I advised Mr. ***** to bring the car in to our ****************** for diagnosis and to determine what repairs may be needed and customer's cost for those repairs. I confirmed that the customer declined an extended service contract that would cover mechanical and electrical failures, and advised repairs would be at customer's expense. The car was brought to our shop by the customer almost 3 months later, on October 15th, 2024.

  Diagnosis in our ****************** determined the failed component would be nearly $9000 for Parts and Labor to replace. We offered a discounted price of $7500 to Mr. ****** which he declined.

  Attached are the Federal Buyer's Guide, We Owe, Worksheet, and menu screen in which the customer acknowledged that he was buying an As Is vehicle and he would be responsible for any further repairs.
  

  
  

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company refuses to communicate to resolve a problem with the automobile I purchased from them. We like the vehicle but there is a significant problem with the vehicle.

  

  Business Response

  Date: 12/08/2022

  The quick answer on case ******** a *********************************** is that we had, last week, issued him with a full refund and have taken the vehicle back.  He seemed very appreciative to the extent that he and his wife have asked to continue to work with us to try to find them another vehicle which we are in the process of doing.