Complaints

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• Initial Complaint

  Date:07/15/2022

  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.

  I paid $6,700 in November 2021 for a 2012 Chrystler Town & Country. It took 4 months for us to receive plate & title, which was received late March 2022. It was never disclosed to us that the title was Branded, until the warranty company discovered it & denied our claim for the transmission to be repaired. This is all after we repaired the transmission cooler line assembly ($440 out of pocket) in April 2022 and did a complete brake service including pads/caliper, hoses, front rotors ($1550 out of pocket) the same month. The warranty company had already covered a new starter (June 2022) & ac compressor (May 2022) for the vehicle. This is all <6 months of having the vehicle. Lakeside auto employee ***** worked with warranty company to assist more in transmission issue but they will only cover what the vehicle is worth, $2750. I paid over twice this amount, excluding repairs. I requested Lakeside purchase the vehicle back from me in order for me to be rid of loan and find new vehicle. My request was denied and due to the title being Branded, the value of the vehicle is 20-40% less already, excluding the fact that it still needs a transmission and struts as well.

  

  Business Response

  Date: 08/01/2022

  Good Afternoon,

  In regards to Antonio ****** complaint ID:  ********, we are very sorry that it did take longer to get his license plate.  Unfortunately we had an unexpected issue:  the previous ***** that was listed on the Indiana title is deceased.  His son was the executor of his estate and had legal authority to sell the vehicle and that is who we purchased the 2012 Chrysler Town & Country from.  The problem occurred when we went to transfer the title in Kentucky at the Hardin County Clerk's Office.   We found out from this experience that the forms that Kentucky and Indiana require for an estate title transfer are different and the COVID protocols lengthened the time to get the documents Kentucky required from Indiana.  It was a very frustrating experience for everyone involved.

  We are also sorry Mr. ****** had mechanical issues with the 2012 Chrysler Town & Country.  We have read the notes from the warranty company and found out the problem.  Each warranty has a limit as to how much it will pay out.  They had reached the limit with the transmission repair that is needed.  Our ***** got involved and after finding out that the warranty company could buy the transmission but had no more room left to pay for the installation, Mr. **** said to pay for the installation because of the amount of the repairs to his vehicle.

  As for the mileage concern, the young man who inherited the van from his father had guessed at the mileage due to a dead battery at the time he applied for the lost title.  It was incorrect but only because of his guess.  Once we installed a new battery we saw the correct mileage and put that on the Kentucky title.

  We have also attached the bookout sheet which shows Mr. ****** paid less than the retail value at the time of purchase and the van is still worth $5,980 retail value.  I am not sure what number they are using now but it is incorrect.  I believe the number may be the amount of warranty they had left.  We have attached the bookout sheet from when Mr. ****** purchased the vehicle as well as the purchase order.

  At Lakeside Auto Mart, we have always been concerned about our customers situations.  Unfortunately with used or new vehicles, some will breakdown.  We help as much as possible, but even big manufacturers can't pay for every repair after a certain age or mileage.  Their vehicle was out of warranty at the time of purchase.  They did purchase an extended warranty and protected themselves as best they could.  That is the very reason Mr. **** has called a trusted mechanic to assist us with this situation.  We have contacted Mr. ****** and we are supposed to call him back at 6:00 pm tonight, July 28th, 2022.  We feel like he will be happy to hear his transmission will be fixed with the help of the warranty company and Mr. ****, ***** of Lakeside Auto Mart at no additional charge him.  If you have any questions, feel free to contact us anytime.

  Thank you!

  Lakeside Auto Mart

  ****** ****

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