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Business Profile

New Car Dealers

Bob Bell Automotive Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

This profile includes complaints for Bob Bell Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Bob Bell Automotive Group, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 57 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2023

      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.
      Bob Bell Hyundai fouled when their sales manager misrepresented a certified used vehicle for a used vehicle. They sold a 2017 Hyundai Elantra that experienced electrical failure 3 months after purchase and refused to reverse the sale. Forcing the customer into an “all sales final”condition. The customer went a step further and asked Bob Bell to fix the vehicle, they refused. The sales manager at Bob Bell Hyundai delayed the claims process at Hyundai by not submitting a report to Hyundai USA in an appropriate timeframe. The 2017 Hyundai Elantra is not safe. The Maryland MVA sent a letter warning Hyundai customers of high theft because their vehicles are missing an anti theft device. Bob Bell Hyundai has refused to install that device in the 2017 Hyundai Elantra. That has left the customer vulnerable to predators, not only criminal elements but insuring this high theft vehicle is outrageously inflated. Bob Bell Hyundai and Hyundai USA have refused to declare this vehicle unfit and as a lemon; the engine can spontaneously erupt into flames without provocation. It is wrong for the Korean company to sell cars to Americans that threatens our safety. I would like to have this car declared a lemon and taken off the street. What can the BBB do to guide me through the lemon law process, especially when big businesses won’t do the right thing?

      Business Response

      Date: 12/12/2023

      Customer purchased vehicle 8/13/2022. The vehicle is a 2017 Hyundai Elantra withh 117k miles. Vehicle was not a "Hyundai Certified Vehicle" and was not represented as such. The age and miles fall well outside the qualifications for Hyundai Certified.

      The vehicle returned to the service department 02/23/2023 with 130k miles and a concern for a check engine light coming on.

      The vehicle, being well outside any warranty period, would need repairs to be handled by the consumer. Bob Bell Hyundai did request some Goodwill Assistance from Hyundai that was declined by Hyundai.

      Despite the fact the vehicle was well out of warranty the dealership offered to assist with 50% of the repair cost.

      Bob Bell has not refused to take care of the anti-theft update. The new update was just released and we would invite and encourage the consumer to make arrangements to have that update completed by us at no charge to the consumer.

      I have left a message and emailed the customer directly to discuss.

       

      Customer Answer

      Date: 12/14/2023

      I am rejecting this response because:


      Your response does not have context stating the company’s actions to ensure it’s compliance to government regulations and deliver on Hyundai’s customer service and retention policies.



      Sincerely,



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

    • Initial Complaint

      Date:11/28/2023

      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 purchased a vehicle that was supposed to have passed a MD inspection. When I took it to a PA dealer after I received my title, it failed inspection and I was told that these were problems that could not have occurred after after it passed inspection so it was sold to me a false inspection.

      Business Response

      Date: 11/28/2023

      We have received complaint. After researching this vehicle we spoke to the inspector who also spoke with the Maryland inspection division and was informed the rear light in question does not have to work for state inspection as long as the the 2 main brake lights are operating properly. the Motor mounts also are secure, safe and also pass inspection. We were also informed the fluid is not part of the inspection as it is a dampener for noise and movement. Not exactly sure why the customer wanted to contact the BBB since the vehicle is here and the Used car manager was working on some type of resolution with the inspector. That being said in the interest of maintaining good customer relations the light if the customer decides as a resolution to these claims. We would have to soon as we have the vehicle and can only hold it for so long of a period of time. Also 0n a secondary note the vehicle has had an approx. 3,000 additional mile driven on it and there is no one that could determine the time when the fluid seeped from the motor mounts even though that's not part of the inspection. We are sorry the customer feels not completed satisfied as we try and deliver a outstanding experience whether it is on a New or Previously Owned Vehicle. This vehicle did pass Maryland state inspection however we can not speak for Pennsylvania. The vehicle does seemed to have passed PA. which is only based on assumption due to the sticker on the vehicle from PA. dated 11/24. Thank You. 

      Customer Answer

      Date: 11/28/2023

      The dealer has agreed to replace the racetrack lighting on the car
    • Initial Complaint

      Date:11/01/2023

      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.
      Started in Aug 15 I took my 2015 Chevy Silverado to bobbell for oil change and other fluids change simple service 2 days later motor blew up they denied that it was their fault they charged me $2217 to fix it now gas fumes coming in my truck they denied it charge me $1200 dropped my truck off this morning for same problem

      Business Response

      Date: 11/02/2023

      The first time he brought in his vehicle in originally came in for 8/11/2023 for a drivability and check engine light issue and we diagnosed it and found number 4-cylinder lifter spring bad and we also performed a tune up during this repair then the customer returned October 3, 2023, for a fuel smell which we replaced a fuel line and high-pressure pump which has nothing to do with previous repair. He then returned on October 11,2023 for fuel smell again, which we replaced the in-cabin filter at no charge that had a fuel odor in it. Then he returned on October 31,2023 for same concern, and we put dye in system and we found number 5 injector pipe leaking at injector and we replaced pipe and injector kit at no charge. This is a 2015 chevy silverado with 132311 miles on it and we only performed repairs on what was needed at that time.
    • Initial Complaint

      Date:10/31/2023

      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.
      Purchased my lease (car) at the end of the term at the agreed-upon price. According to the Maryland Vehicle Administration, if the lessee is the same as the purchaser, the excise tax is exempt, as it was already paid on the full price of the vehicle at lease start. The business informed me that through an accounting practice, they would place the sales tax on the sale and reimburse me for that amount. I have attempted to call, email, and text representatives at the company for almost 2 months. I am letting you know that no one has replied.

      In addition, they told me I was required to have a MD State Inspection completed before purchase. Again, according to the MVA, this is not required if the vehicle was previously titled in MD, which it was.

      I am seeking reimbursement for the excise tax paid and the cost of the MD State Inspection

      The date of sale was 09/09/2023
      Deal #******
      Cust #******

      Excise Tax Amount: $1,540.32
      State Inspection Costs: $127.87

      Business Response

      Date: 10/31/2023

      Mr. ****** is correct. The law has changed, and we are sending Mr. a refund for the taxes collected. 
    • Initial Complaint

      Date:10/12/2023

      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.
      Back on May 3, 2023 I purchased a used Toyota Scion 2013 from Bob Bell Chevrolet for $10,000
      plus taxes and also bought a power train warranty. On May 7th I took the car to Jerry's Toyota to have the recalls taken care of because Bob Bell said they don't do Toyota recalls. While there I asked them if they could check and tell me why my A/C suddenly wasn't blowing out cold air. So after paying $284.95 to get that diagnosed they said that the A/C Compressor didn't work and I should take back to the dealership where I purchased. Because it had only been two weeks since purchased I took it back to Bob Bell Chevrolet. They sales department agreed to pay for the replacement of the A/C Compressor. They wouldn't pay me for the Toyota diagnosis, that was on me. So I was just thankful they replaced the A/C compressor, even though I was out $284.95. On September 12th (4 months after purchasing my car) it started leaking fluid inside the car on passenger side of car where mat is located. It also started smoking gray smoke on side of engine where passenger door is located and coming thru the vents.
      I called the service department at Bob Bell and asked if I could have it towed to them to check out the A/C Compressor. The lady at the service department said it most likely was the heater core and a waste of time to tow to them because if it was the heater core they wouldn't have the parts to repair because it's an older Toyota, pretty much said they couldn't help. On September 13, 2023 I had my car towed to Auto International in Annapolis, Md. They looked the car over and found that when Bob Bell replaced the AC compressor, they bent the discharge line. The line would rub on the AC compressor pulley when accelerating. The pulley eventually rubbed through the line and all the refrigerant leaked out. The smoke coming out of the vent was the refrigereant getting sucked in through the fresh air intake. The cost to replace this was $348.35 (I have the old hose that they removed) along with receipts of stating AC Compressor installed incorrectly.
      Spoke to Bob Bell's service manager Jeff ********* and pretty much wouldn't do anything and said when you purchase used cars with high mileage that you should expect to spend money on the vehicle. That may be so, but this issue was something that they took care of in May and installed incorrectly which caused other issues. I think they should be responsible for the repair that I paid to Auto International.

      Business Response

      Date: 10/12/2023

      Spoke with Service department and there is no way to determine what would cause the line to rub on the pully and cut the line. We repaired and replaced compressor in the interest of customer satisfaction at no charge when the vehicle was out of warranty. We repaired the vehicle in May and it did not come back until September which was approx. 4 months later and if the line which is thin material would have worn through much quicker than that time. We are sorry the customer is unhappy however we cant just assume when many things can cause the issue.  
    • Initial Complaint

      Date:09/18/2023

      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.
      I have been going back and forth with Hyundai about fixing my car after doing recall fixes and now theyre telling me theres nothing i can do unless i Pat more money out of pocket. Theres no guarantee that what Im paying for will actually fix the car. Ive already paid $1700 for a service that they said will fix the issue and it didnt.

      Business Response

      Date: 09/18/2023

      I (**** *******) contacted customer on 9/18/2023 and review concern with vehicle. I explained to her that most likely she will need engine work but that Hyundai Techline and said to try a combustion chamber cleaning which may help but most likely it won't i told her that we will perform the combustion chamber cleaning at no charge to see if it helps and she was in agreement. 
    • Initial Complaint

      Date:09/05/2023

      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.
      Subject: Anti-Theft software upgrade, contains two glitches.1-When installed, the software disabled the two overhead buttons that operate the side doors 2-Disabled automatic door locks when you start to drive down the road Vehicle Information: 2012 *** ******* Vin: *****************, Mileage: *****, Software installation was performed on June 22, 2023 at Bob Bell of Essex ******************, Baltimore, Md. *****), I asked the service Rep. ****** ***********) if there is anything that I should be aware of, he stated that there was nothing to be aware of. On my way back home, I noticed that the doors where not locked, I had to push the lock button to lock the doors, When I got home, I went to open the side doors from the overhead buttons, but they did not work, but the side doors worked fine using the remote.I got an appointment back to *** **** *** on June 6, 2023, I was there three hours, they could not resolve the problem with the software. I need a fix for this or have my software reset back to its original state without the Ant-Theft software installed, I need the overhead Buttons to be operational, I pick up passengers to and from Church every Sunday. ********* *******

      Business Response

      Date: 09/11/2023

      Good morning,

      We are aware of the situation that Mr. ******* is experiencing in regards to the *** issued anti-theft reprogramming recall.  *********** advisor ***** *********** has communicated to the customer that we need his vehicle here for the entire day in order to open a diagnostic case with *** directly.  *** needs more diagnostic information in order to determine the point of failure in regards to the update.  He is more than welcome to drop off his vehicle off with us for the day to allow our technician and *** to properly diagnose the vehicle.

      Thank you,

      ***** ******

    • Initial Complaint

      Date:07/26/2023

      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.
      Purchased a Chevy Silverado 1500 in 2021 at the Kane Street Bob Bell Dealership. We originally went to the Bel air location, but they did not have any with the integrated trailer braking system - so we ended up at the Dundalk location. We were sold a truck with the integrated system on the dash board and were informed that it was ready to go. Fast forward 2 years, we purchased a travel trailer finally! Picked it up, got 45 minutes away from the RV dealership and realized the braking system was not working. Had to drive the 30ft camper back to the dealership with no brakes. Figured out it was an issue with the truck. Took the truck to Bob Bell in Dundalk the following day and was told that the integrated braking system was half hooked up and missing the wiring. Dealership would only pay a sketchy after market person in Baltimore to remedy the issue, but the person who would complete the after market install did not know the name of the manufacturer of the part. We took it to Bel Air Bob Bell, they let the truck sit there for 9 hours and called at 4pm (after dropping it off at 830am) to say they didn’t get to it. Took it down to Bel Air again after they finally said they got the parts in after waiting 2 weeks, then they say that the aftermarket parts wouldn’t be compatible. Also saying it’s not covered under warranty and it will cost $750 because the build of the truck did not include the integrated braking system. Then why were we sold this truck?

      Bureau Response

      Date: 07/26/2023

      Dave *****
      Bob Bell Automotive Group, Inc. 

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





      Dear Dave *****: 

        

      Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/26/2023 and was assigned an ID of *********   



      How do I take care of this?

      Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 



      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      What should I include in my response?

      Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 

       

      Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.



      What will happen if I do not submit a response and what can I expect to happen next?

      If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?



      We look forward to helping you and your customer work toward an amicable resolution. 

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####


       

      CUSTOMER EXPERIENCE INFORMATION

       

      Customer Information:

      Josh **********


      * ** *****

      Daytime Phone: ###-###-####
      E-mail: ************************

       

      The details of this matter are as follows:

       

      Complaint Involves:
      Guarantee Or Warranty Issues 

       

      Customer’s Statement of the Problem:



      Purchased a Chevy Silverado 1500 in 2021 at the Kane Street Bob Bell Dealership. We originally went to the Bel air location, but they did not have any with the integrated trailer braking system - so we ended up at the Dundalk location. We were sold a truck with the integrated system on the dash board and were informed that it was ready to go. Fast forward 2 years, we purchased a travel trailer finally! Picked it up, got 45 minutes away from the RV dealership and realized the braking system was not working. Had to drive the 30ft camper back to the dealership with no brakes. Figured out it was an issue with the truck. Took the truck to Bob Bell in Dundalk the following day and was told that the integrated braking system was half hooked up and missing the wiring. Dealership would only pay a sketchy after market person in Baltimore to remedy the issue, but the person who would complete the after market install did not know the name of the manufacturer of the part. We took it to Bel Air Bob Bell, they let the truck sit there for 9 hours and called at 4pm (after dropping it off at 830am) to say they didn’t get to it. Took it down to Bel Air again after they finally said they got the parts in after waiting 2 weeks, then they say that the aftermarket parts wouldn’t be compatible. Also saying it’s not covered under warranty and it will cost $750 because the build of the truck did not include the integrated braking system. Then why were we sold this truck?











      Desired Settlement:
      Repair



       


      Bureau Response

      Date: 07/26/2023

      Josh **********



      * *** *****





      Dear Josh **********:



      Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/26/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 



      Now that I have filed, what is the next step?

      We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 



      What if I do not agree with the response from the business?

      It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org



      What happens if a business does not respond?

      BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 



      Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Business Response

      Date: 07/28/2023

      Good Afternoon, i am the General Manager and i actually just spoke to the customer. We are going to install a GM accessory not aftermarket Trailer Brake system on the vehicle for the customer. We are handling the issue with the manufacture who we believe will take care of the work order due to the oversight in the build order of the truck. Thank you. 

      Bureau Response

      Date: 08/01/2023

      Josh **********



      *** *****





      Dear Josh **********:



      This message is in regard to your complaint submitted on 7/26/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 
        
      BBB has received a formal response
      from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB
      is here to assist both parties in reaching a fair and reasonable resolution.


      Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.


      Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.


      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####




      MESSAGE FROM BUSINESS:



      Good Afternoon, i am the General Manager and i actually just spoke to the customer. We are going to install a GM accessory not aftermarket Trailer Brake system on the vehicle for the customer. We are handling the issue with the manufacture who we believe will take care of the work order due to the oversight in the build order of the truck. Thank you. 

      Bureau Response

      Date: 08/06/2023

      Dave *****
      Bob Bell Automotive Group, Inc.
      **** ******* ***
      ********* ** ***** 





      Re: ID * ******** * Josh **********



      Dear Dave *****:



      Thank you for your recent response to Josh **********. We have not yet heard from the consumer and are closing this case as answered.



      Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."



      The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
       

      In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Bureau Response

      Date: 08/06/2023

      Josh **********



      ** *****  





      Re: ID * ********- Bob Bell Automotive Group, Inc.



      Dear Josh **********,



      We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 



      Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####
    • Initial Complaint

      Date:07/05/2023

      Type:Customer Service 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.
      see Attached document

      Bureau Response

      Date: 07/05/2023

      Dave *****
      Bob Bell Automotive Group, Inc. 

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



      Dear Dave *****: 

        

      Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/5/2023 and was assigned an ID of *********   



      How do I take care of this?

      Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 



      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      What should I include in my response?

      Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 

       

      Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.



      What will happen if I do not submit a response and what can I expect to happen next?

      If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?



      We look forward to helping you and your customer work toward an amicable resolution. 

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####


       

      CUSTOMER EXPERIENCE INFORMATION

       

      Customer Information:

      Katherine *******

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

      Daytime Phone: ###-###-####
      E-mail: ***************************
       

      The details of this matter are as follows:

       

      Complaint Involves:
      Customer Services Issues 

       

      Customer’s Statement of the Problem:



      see Attached document











      Desired Settlement:
      Other (requires explanation)

      see Attached document

       


      Bureau Response

      Date: 07/05/2023

      Katherine *******

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





      Dear Katherine *******:



      Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 



      Now that I have filed, what is the next step?

      We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 



      What if I do not agree with the response from the business?

      It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org



      What happens if a business does not respond?

      BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 



      Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Business Response

      Date: 07/05/2023

      Good Afternoon, after researching this complaint, the vehicle was repaired at AAMCO with a transmission that AAMCO purchased from Jerry's Chevrolet. The GM bulletin *********** * ** states the customer has a deadline to submit everything for reimbursement no later than February 28, 2021. The customer came to the dealer on March 17,2023 which is on the repair order as documentation of when the customer came to us seeking reimbursement for the repair which is over 2 years later than the deadline from GM. Thank You.

      Bureau Response

      Date: 07/05/2023

      Katherine *******

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



      Dear Katherine *******:



      This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********. 
       

      BBB has received a formal response
      from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB
      is here to assist both parties in reaching a fair and reasonable resolution.


      Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.


      Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.


      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####




      MESSAGE FROM BUSINESS:



      Good Afternoon, after researching this complaint, the vehicle was repaired at AAMCO with a transmission that AAMCO purchased from Jerry's Chevrolet. The GM bulletin *********** * 01 states the customer has a deadline to submit everything for reimbursement no later than February 28, 2021. The customer came to the dealer on March 17,2023 which is on the repair order as documentation of when the customer came to us seeking reimbursement for the repair which is over 2 years later than the deadline from GM. Thank You.

      Bureau Response

      Date: 07/10/2023

      Dave *****
      Bob Bell Automotive Group, Inc.
      **** ******* ***
      ********* ** ***** 





      Re: ID * ******** * Katherine *******



      Dear Dave *****:



      Thank you for your recent response to Katherine *******. We have not yet heard from the consumer and are closing this case as answered.



      Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."



      The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
       

      In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Bureau Response

      Date: 07/10/2023

      Katherine *******

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



      Re: ID * ********* Bob Bell Automotive Group, Inc.



      Dear Katherine *******,



      We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 



      Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Customer Answer

      Date: 07/17/2023



      Complaint: ********



      I am rejecting this response because:To who it May Concern;
      I AM WRITING YOU THIS LETTER ABOUT COMPLAINT about a claim with Special Coverage on My car 2014 Chevrolet spark, I'm am so Frustrated with this problem that I'm going through with lots of Papers was gaving to me to filled out send to them in Michigan ,I do not agreed with the responses putting me through this over a Paper was gaving to me by Bob Bell Gm Chevrolet, They told me that I will get my Money back,send it in for ,transmission recalled on my car ,It was call Special Coverage Transmission Pulley Damage ,on the Paper it say it stated Day was 9/20/2014 to 9/20/24 end I circle it so you can see what happen AAmco should had know about this but they didn't know tell it went to Bob Bell gm Chevrolet they find out I paid them 4,446.37 ,I feel like my expectation was not met have to repeat information multiple times keep going back in forth sending them papers and email them ,keep Going to car dealership to work this out see I can get my money back ,yes it stressful over this Papers trying to get my money back ,that why I'm coming to you for help , Thank you Katherine *******, **** ****** ** *** *** ********** ** ****** ###-###-#### 




      Sincerely,



      Katherine *******

      Bureau Response

      Date: 07/17/2023

      Dave *****
      Bob Bell Automotive Group, Inc. 
      **** ******* ***
      ********* ** *****





      Dear Dave *****:



      This message is in regard to a complaint submitted to the BBB about your business on 7/5/2023 by Katherine *******.  This complaint was assigned ID *********



      Why am I receiving another letter regarding this complaint?

      We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.



      How do I see the new information?

      If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.



      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      What should I include in my response to the consumers rebuttal?

      Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.



      In the interest of time and good customer relations, please respond within 5 calendar days.




      How many more times will I have to respond to this complaint?

      We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 



      Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.



      We look forward to your prompt attention to this matter.

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####



      MESSAGE FROM CONSUMER:






      Complaint: ********



      I am rejecting this response because:To who it May Concern;
      I AM WRITING YOU THIS LETTER ABOUT COMPLAINT about a claim with Special Coverage on My car 2014 Chevrolet spark, I'm am so Frustrated with this problem that I'm going through with lots of Papers was gaving to me to filled out send to them in Michigan ,I do not agreed with the responses putting me through this over a Paper was gaving to me by Bob Bell Gm Chevrolet, They told me that I will get my Money back,send it in for ,transmission recalled on my car ,It was call Special Coverage Transmission Pulley Damage ,on the Paper it say it stated Day was 9/20/2014 to 9/20/24 end I circle it so you can see what happen AAmco should had know about this but they didn't know tell it went to Bob Bell gm Chevrolet they find out I paid them 4,446.37 ,I feel like my expectation was not met have to repeat information multiple times keep going back in forth sending them papers and email them ,keep Going to car dealership to work this out see I can get my money back ,yes it stressful over this Papers trying to get my money back ,that why I'm coming to you for help , Thank you Katherine *******, **** ****** ** *** *** ********** ** ****** ###-###-#### 




      Sincerely,



      Katherine *******

      Business Response

      Date: 07/18/2023

      Unfortunately it is not a special coverage from Bob Bell it is a special coverage from the General Motors, the Manufacture, and it is their policy and guidelines and them alone who decides whether to approve or decline the reimbursement. They have declined. We the dealer did not repair the vehicle nor would we reimburse for repairs we did not perform. We are sorry for the customers concerns however there is nothing we can do and have to close this case. Thank youy.

      Bureau Response

      Date: 07/19/2023

      Katherine *******

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

       

      Dear Katherine *******:



      This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 
       

      BBB has received a formal response
      from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB
      is here to assist both parties in reaching a fair and reasonable resolution.


      Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.


      Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.


      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      Sincerely,


      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####




      MESSAGE FROM BUSINESS:



      Unfortunately it is not a special coverage from Bob Bell it is a special coverage from the General Motors, the Manufacture, and it is their policy and guidelines and them alone who decides whether to approve or decline the reimbursement. They have declined. We the dealer did not repair the vehicle nor would we reimburse for repairs we did not perform. We are sorry for the customers concerns however there is nothing we can do and have to close this case. Thank youy.

      Bureau Response

      Date: 07/24/2023

      Dave *****
      Bob Bell Automotive Group, Inc.
      **** ******* ***
      ********* ** ***** 





      Re: ID * ******** * Katherine *******



      Dear Dave *****:



      Thank you for your recent response to Katherine *******. We have not yet heard from the consumer and are closing this case as answered.



      Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."



      The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
       

      In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####

      Bureau Response

      Date: 07/24/2023

      Katherine *******

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





      Re: ID * ********- Bob Bell Automotive Group, Inc.



      Dear Katherine *******,



      We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 



      Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.



      Sincerely,



      Lisa ****
      Dispute Resolution Team Leader
      ***********************

      Phone: ###-###-####
    • Initial Complaint

      Date:06/02/2023

      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.
      Car towed to this facility on 5/26/2. That day, I received a call and was told they were doing diagnostics. Next call was morning 5/30/23, requesting authorization for gas so it could be driven/tested. was promised a call that afternoon. I did not receive said call. I called 5/31/23. Was told diagnostics were being done that minute and I would learn the outcome that afternoon, although it was likely that the car was just out of gas. No call back. I called today. Was told that the diagnostics had not been performed and that my car had been broken into last night and the ignition was damaged beyond repair. Was told that they would take no liability for the damage caused by the attempted theft, despite the car being in their possession. Both a service representative and Manager admitted that this type of theft on my model of vehicle is an extremely common, ongoing occurrence at their dealership. Therefore, it is apparent they have not taken reasonable measures to deter such property damage and theft, despite their awareness of risk. Poor communication within the promised timeframe and failure to effectively deter theft on their property put my car at enhanced risk for damage. I was not warned about this enhanced risk potential when they took possession of my car. Today, was told there are signs posted on the property stating their position of lack of liability, but by their own admission, they knew I have never been exposed to these signs, due to never actually being on their property. In the absence of being exposed to the signs, I should have been given another form of this disclosure, but I was not. This 2nd lapse in communication enhanced the risk they created that led to the damage to my vehicle and stripped my of my autonomy to make choices that could have prevented it. Due to poor communication and their negligence in caring for my property while it was in their possession, *** **** should fix the damage that was incurred when my car was vandalized.

      Business Response

      Date: 06/02/2023

      Vehicle was towed in and in the process of diagnosis and repair. As described the vehicle was vandalized in an apparent attempt to steal the vehicle. Our lot is monitored with surveillance cameras and patrolled by Police. Surveillance detected the attempted theft and AA County Police were dispatched and responded to the scene with-in minutes, thwarting the attempted theft. The consumer was made aware of the attempted theft and advised to contact AA County Police for a case number to report the claim to the insurance company. The consumer stated they may not be interested in handling the claim through the insurance company at which point the service manager told the customer he would perform the repair at cost. 

      The consumer indicated they may be interested in possibly trading the vehicle in. We advised consumer if that was the course of action they would prefer we would be quite generous in the allowance for their trade and as favorable as possible on any terms of a purchased vehicle.

      We regret the inconvenience the consumer has experienced. We do take aggressive measures  to protect our property as well as that of our customers. I received an email from the consumer minutes ago and discussing with the service manager options to satisfy the customer's concerns. I was advised the vehicle was picked up by a tow service at the consumers request and removed from our lot this afternoon. 

       

      Customer Answer

      Date: 06/05/2023

       
      Complaint: 20135495

      I am rejecting this response because: I no longer want to trade in the vehicle with this company. While I am willing to pay for the repairs that my vehicle originally came in for, I have decided that I do not want to do more business than necessary with an organization as callous and uncaring as *** ****.

      I want the damage to the vehicle that was caused in the attempted theft to be fixed at no cost to me. This is the only resolution that I will accept, and I will pursue this matter through all available channels until I am provided with this resolution.

      I also believe that the company's response is misleading, as I was told by *** **** that there was NO police report filed in response to the alleged theft of my vehicle and that I would be responsible for filing the police report myself. I was told they no longer report theft / attempted theft to AACo police, based on the large volume of theft from their lot and the resulting advice of the police that it is better for the consumer to file the report, so that they have the case number. Obviously, if the attempted theft had been thwarted by the police, there would have been an associated police report. Also, never once in my communication with *** **** was it mentioned that the theft was thwarted by police. One would think that they would be forward with such heroics. 


      Again, I should have never been put in this position by *** ****. Their negligence, in communicating with me in a thorough and timely manner, and in protecting my vehicle while it was in their possession, has resulted in unnecessary damage to my vehicle. They should accept the consequences of their actions and fix my vehicle accordingly. 

      Sincerely,

      *** *****

      Business Response

      Date: 06/13/2023

      **** Service Manager spoke to the consumer last week and advised we take care of the damage from attempted theft. Waiting for customer to call back with location of the vehicle to have it returned to dealership to repair.

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