Complaints

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

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• 

  Bob Bell Automotive Group, Inc.

  7125 Ritchie Hwy Glen Burnie, MD 21061-2903

• 

  Bob Bell Automotive Group, Inc.

  7900 Eastern Ave Baltimore, MD 21224-2125

• 

  Bob Bell Automotive Group, Inc.

  1230 Baltimore Pike Bel Air, MD 21014-5107

• 

  Bob Bell Automotive Group, Inc.

  1 Kane St Baltimore, MD 21224-1815

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:05/25/2023

  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.

  I purchased a 2021 **** F250 from the dealer on 18 May 2023, I received the vehicle late on the 19th, On the 20th I noticed the stereo system had no sound from any speakers associated with the stereo, the only one that had sound was the dash speaker. I texted my salesman and he got back to me on the 22nd stating."I spoke to the lead technician stated Probably had an aftermarket sub or amp stated I could add an amp or sub if interested or reconnect to factory speakers, this is common on trucks that have been up fittedWhen speaking about the truck's price the salesman stated it had many aftermarket upgrades. On the 22nd I Went to the local audio shop, they stated it needed Amp and subwoofers to be like it was, I provided a quote to the dealership, and they decided they didnt want that so their guy stated it just needs to re-wire back to the factory system.Well I didnt pay for that I paid for an upgraded truck and the ** stated the following items were installed Four (4)- speakers indoor Two (2) amplifiers One (1) Sub-woofer box with two (2) 10 subs One (1) Epicenter these items lined up with the quote received from the local audio shop.The dealer's resolution is only to get it back to the factory and stated doesnt matter what was in it. This is terrible and unacceptable.

  Business Response

  Date: 06/01/2023

  I have reached out to consumer and left a message to discuss his concern. Waiting on call back.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20101052
  
  I am rejecting this response because: I have not heard from the dealer . 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/02/2023

  I spoke with Mr. ******* on the afternoon of 6/01. We are working together to resolve his concerns.

  I intend to follow up with him today based on our conversation yesterday.

  Customer Answer

  Date: 06/02/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  On 6/9/20 I bought a 2018 Chevy Colorado from Bob Bell Baltimore, financed thru TD Auto Finance (TDAF), & purchased a Mechanical Failure Service Contract (MFSC), paying both off in a few months. The truck was sold in 10/22. In 12/22, I called Fidelity Warranty Svcs Inc (FWSI) about refund for the MFSC. FWSI told me to call Bob Bell, & they would submit the paperwork & then I'd get a refund for $1203.31. I spoke w/ & emailed Mr. Kirn at Bob Bell Baltimore with no response. In early 1/23, I called Bob Bell Baltimore back & was told to call Darlene ******** in accounting at Bob Bell Glen Burnie. I called Darlene 1/4/23, & she needed the bill of sale which I emailed same day. I didn’t receive response so I resent the email to Darlene on 1/17/23. She emailed me that she received the document & cancelled the MFSC from FWSI & I'd get a check in mid 2/23. On 2/21/23 I emailed Darlene as I hadn’t received the refund. On 2/28/23, Darlene emailed me stating she needed a paid in full letter from TDAF. I didn't understand why this was not done prior, but I contacted TDAF & they faxed her a letter 3/1/23. On 3/6/23, Darlene called me stating the refund was processed by FWSI on 2/2/23, but since she FAILED TO SEND THE PAY OFF LETTER to FWSI, the pymt was sent to TDAF & I had to call them to get my refund. Since that time, I have spent hours on the phone with TDAF who say they don't have the pymt and wont send me refund; and FWSI who say they did not receive the pymt so they won't send me a refund. In the last 2 weeks, I left 2 messages for the accounting manager, Veronica Wilson, at Bob Bell Glen Burnie, with no return call. Since Darlene ******** is the person who didn't do her job correctly & caused this problem, Bob Bell management should be responsible for resolving the issue, NOT ME. They need to find out where my refund for $1203.31 is and have it sent to me immediately.

  Business Response

  Date: 03/27/2023

   Good morning,
  
  The customer’s warranty was
  cancelled and we received confirmation from JM&A that they ACH the money
  to TD Auto Finance to refund the customer.  This route was taken because
  at the time of Mrs. Burke’s cancellation, we did not have her paid in full
  letter.
  
  Our Office Manager to Mrs. Burke just now
  and her major frustration is that she received the same ACH confirmation from
  JM&A and when she sent the documentation to TD, they told her that they do
  not receive ACH payments and that they do not have the money. She filed BBB
  complaints with TD, JM&A and our dealership. She stated she did this in
  hopes that we, as the dealer who sold her the warranty, would step in and get
  this taken care of on her behalf.
  
  We were able to pull our Dealer
  Reserve Statement from February and I see the chargeback for her warranty and
  then another line that has “check received” I am assuming this is the ACH they
  are claiming they never received.
  
  Mrs. Burke is sending me the
  letter that TD sent to her saying they do not accept ACHs and I am going to us
  that along with the reserve statement to get to the bottom of this with our
  rep. I informed Mrs. Burke of this and she is ok with me working through this
  process and keeping in contact with her. My hopes are that no check has been
  issued to her yet, I can divert the funds back to us and cut her a check today
  or tomorrow. 

• Initial Complaint

  Date:01/26/2023

  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.

  I purchased a 2016 Jeep Wrangler 4 door. From Bob Bell Chevrolet of Bel Air, ********************************************************, in October 2020 with an Extended Warranty (******************************, contract# P00016036973) everything from this sale was an Issue from the beginning the fenders not being road legal and the dealer having to change them, the Radio not working after 6 months of Purchase to the Rust on the doors hinges now the Warranty for the real differential not being covered from the ************************* because there saying the Jeep having an aftermarket lift kit . The Dealer knew that the Jeep had after market parts and not putting it on the Bill of Sale we were only told the Fenders were Aftermarket parts Nothing else was mentioned about anything else being after market and because of that now my warranty is not being granted. I am expecting a full refund of my contract price due to this contract being voided. In reality I was never covered due to Bell Air Chevrolet negligence of when the contract was submitted.

  Business Response

  Date: 01/30/2023

  We are aware of the concern the customer is stating. The complaint is from the co purchaser, however the purchaser, *************************, did speak with one of our Managers and our Finance Director on 1/26/23 for further explanation of the warranty they purchased. **************, according to our Director was very pleasant and seemed appreciative of the explanation and assistance. The warranty that was purchased was a powertrain warranty only. There is an additional charge for Lift Kit coverage which shows on the signed warranty paperwork but was not purchased. Our Finance director is currently trying to assists with communicating with the extended warranty company in an attempt to ad the lift option to the coverage with no expense to customer. The final decision to ad this coverage is at the sole discretion of the warranty company which is in review process and will notify customer. To address the fenders. Every Previously owned vehicle goes through a ************** inspection. If the vehicle has had something added, from the previous owner, that does not pass ************** inspection we then replace the part that fails in this case the fenders. It is not abnormal for Previously owned vehicles to have corrosion or rust especially when exposed to the elements and will pass inspection unless determined by inspector to be unsafe. The radio was in proper working issue when purchased and as in all used vehicles may become inoperable as time goes on and there is no way unfortunately to predict when these issues will happen. 

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Repair Engine / vehicle at no cost of the consumer
  September 2, 2022
  Internal investigation based on the history of engine issues for this make and model car
  A thorough investigation
  An unsatisfactory review was conducted by a 3rd party vendor
  VIN number *****************

  Business Response

  Date: 12/16/2022

  THE DEALERSHIP HAD CONTACT WITH THE CONSUMER ON 12/16.
  
  WE HAVE SUBMITTED THE CLAIM TO HYUNDAI FOR WARRANTY COVERAGE. HYUNDAI HAS DENIED THE CLAIM. THE CONSUMER HAS BEEN INFORMED AND HAS BEEN GIVEN INFORMATION THE CONTATCT HYUNDAI CONSUMER AFFAIRS. THE DEALERSHIP HAS NO CONTROL OVER HYUNDAI'S APPROVAL OR DENIAL OF WARRANTY CLAIMS.

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Hyundia is fully aware of the ongoing issue with 2015 engines with faulty systems and they should be responsible for the repairs. I am requesting a certified Hyundia technician to review and repair my vehicle. (Not a 3rd party vendor) I have provided more than enough information showing my vehicle was in good shape. In addition, to the ongoing complaints with the engine. I am requesting repairs to my engine. Can you provide what are you (Bob) willing to do to help with this situation? Other than telling me you are not responsible for warranties. You are responsible for investigating what caused the problem and why? I sent my complaint to Hyundia corporate office as well. I was informed prior to making this complaint I will be tasked with the run around. I will continue to report until this issue is resolved.

  Business Response

  Date: 12/20/2022

  We have again reached out to the Hyundai and requested reconsideration for coverage. We have left a message for the consumer to contact Ryan **** ( Hyundai Service Manager ) to discuss additional efforts we will take with Hyundai

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I would like to keep this case open until we receive an official response from Hyundai corporate. Please keep in mind upper management is the reason why we had to reach out to you for a fair resolution. I have been paying a car note and insurance on an inoperable vehicle since September 2022. While sitting in the lobby of the dealership another customer was there complaining about the same issue. Since Hyundai is fully aware of this concern, I am requesting an internal investigation on my engine issues with written confirmation of findings and repairs without incurring expenses.
  
  
  
  The POC of Bob Bell Hyundai indicated when they called Hyundai corporate to open the engine to investigate further the request was denied. I called left numerous messages (10/26, 10/27, 10/28, 10/31 and 11/1) and emailed (10/19, 10/25, 11/1, 11/2 and 11/3) with negative responses:
  
  BIANKA
  
  National Consumer Affairs
  
  ###-###-#### xX6****
  
  Hyundai Motor America
  
  I finally got through December 20, 2022, and I was informed my case was closed. Based on the track record and correspondence of this complaint I am not willing to accept a response "left a message pending a response". Based on my uploaded "engine failure problems of 2015 Hyundai Sonata" report dated 11/9/2022 indicates hundreds of vehicles with the same issue.
  

  Business Response

  Date: 01/10/2023

  We have reached out to the customer and offered to have the vehicle towed back in at out expense and resubmit claim to hyundai for reconsideration. We have had contact with Hyundai and the customer.

  Customer Answer

  Date: 01/25/2023

  RE: BBB Complaint Case# 36196664 (Ref#85-4535-36196664-41-4100)
  
  External
  
  Inbox
  
  
  
  ****** *****
  
  5:24 AM (5 hours ago)
  
  to me
  
  
  
  
  
  
  
  Good morning,
  
  
  
  I wanted to follow up this claim. As of today this claim is still open an unresolved. Can you provide the status? I would like to provide additional information I received from my insurance company as it relates to the dealership negligence.
  
  
  
  Thanks
  
  
  
  Cas****** *****
  
  
  
  ************
  
  
  
  Sent from Mail for Windows

  Business Response

  Date: 01/26/2023

  Again we did reach out to Hyundai and request reconsideration. We were instructed to do some additional testing and provide results. The car was already removed form the dealership.
  
  We contacted Rupert ***** in Dec and Jan and advised. Requested to have vehicle towed back in at our expense to provide additional test results for Hyundai's consideration.
  
  WE explained we can't control the approval of the claim with Hyundai, but would provide Hyundai with the additional test results in an attempt to help the customer. Mr. ***** said he would get back to us to arrange having the vehicle towed back to the dealership. We did follow up to get the car back in with no result.

  Business Response

  Date: 01/26/2023

  We did speak with Mr ***** again today 1/26/23 who stated was buzy with some other issues and unable to get the car towed in as discussed. He arranged with Ryan W*** Service Manager to have the vehicle towed back in Sat. 1/28 we would conduct the additional test requested by Hyundai and submit to Hyundai for reconsideration. We cannot assure Hyundai would approve, but only continue to request reconsideration on the customers behalf.

  Customer Answer

  Date: 02/28/2023

  
  
  Complaint: 18935156
  
  
  
  I am rejecting this response because: 

  I am following up can you open this ***e in the portal?  I have incurred out of pocket expenses and I would like to be report on going issues / concerns.  As of today my car is still inoperable.  I would like to update this file ASAP.  

   

  Thanks

  Kind Regards,
  ********* *****

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

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

  
  
  
  

  Business Response

  Date: 02/28/2023

  We have spoken to Ms ***** (co-owner) today 2-28-23. All prior communications have been with Mr *****. We explained to Ms. ***** that we had spoken to Hyundai some time ago and requested re-consideration of coverage under  extended coverage available under specific technical conditions.. This extended coverage applies only to certain conditions of failure that the vehicle did not exibit. Hyundai requested some additional diagnostic testing as a result of our request for re-consideration. We made arrangements with Mr ***** to have the vehicle towed back to the dealership many weeks ago. As a courtesy we would cover the expense of the tow. We will perform additional diagnostic testing requested ( at no expense )  in an attempt to have Hyundai re-consider coverage. The vehicle is to be towed back to the dealership to perform those test. We will submit those results to Hyundai for re-consideration. It is entirely possible that Hyundai may still decline the extended coverage if the engine failure was not a result of the specific conditions under the extended engine coverage. We will do what we can to assist the consumer, however the decision on qualifying coverage is solely made by the Hyundai Warranty Administration.

  Business Response

  Date: 03/09/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .18935156, and find that Mediation is necessary.

  Good morning,

  Yes I am interested in participating in formal mediation.  

  Thanks,

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

• Initial Complaint

  Date:11/16/2022

  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.

  Work done wrong brought back in charged twice for the same job and now they have had .my work truck for a month picked up broke down the next day over a week has gone buy still waiting on my truck after paying 3100,00 turbo in June then 3500 00in July now 3100 00 less then two weeks ago

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 36, 2022/12/15) */
  CUSTOMER HAD TRANS REPLACED AT DIFFERENT FACILITY AND THEN CAME TO OUR SHOP WHICH HE STILL THOUGHT THAT HE HAD A TRANS ISSUE SO WE HAD TRANSMISSION TECHNICIAN CHECK HIS VEHICLE AND FOUND THAT TRANS WAS OK BUT HAD AN ENGINE ISSUE WITH THE DEISEL SYSTEM. WE THEN HAD OUR DEISEL TECH LOOK AT VEHICLE AND FOUND THAT IT WAS DRIVEN WITHOUT DEF FLUID, WE PERFORMED REPAIR AND HAD A FEW RECALLS COMPLETED AND TEST DROVE ALL WAS OK AT THAT TIME. CUSTOMER PICKED UP VEHICLE AND THEN HE HAD PROBLEMS AGAIN. THE RECALL OF THE TCM FAILED SO NOW WE HAVE TO REPLACE THE KNOCK SENSORS AND CONVERTER AND PARTS ARE CUSRRENTLY ON BACKORDER UNTIL JANUARY 6,2023. THESE REPAIRS WILL BE COVERED UNDER WARRANTY THE SERVICE ADVISOR HAS BEEN IN CONTACT WITH CUSTOMER ABOUT EVERYTHING. WE DID NOT PERFORM ANY REPAIRS THAT WERE NOT NEEDED

• Initial Complaint

  Date:11/15/2022

  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.

  My husband purchased a 2020 Nissan Pathfinder last year. The engine light came on a few weeks ago along with a cloud of smoke coming out of the rear. We have the extended warranty. Nissan will not reach out to the extended warranty company nor attempt to either consider checking to see what's wrong with the vehicle unless we give them $1,000. Our vehicle has been sitting at the dealership for over a week and no one reached out. My husband called multiple times to find out what's going on with our vehicle than finally this is what we hear today. In order to consider either looking at our vehicle, pay them $1,000. Even if they look at it, we may be refused service even with having an extended warranty. The only way the extended warranty will be considered is if the employer by the Name of Ms. Crystal presents the issue to upper management. Why should we have to pay for someone just to consider to loo at a vehicle, and why won't they contact the extended warranty company? We even contacted the extended warranty company and told them what was going on. They were waiting for Nissan to reach out as well. Also we should never experience engine problems less than 3 years of the vehicle coming out. We only had it since April 2021. It came with 25000 miles already on it. We are looking for real answers so please can some one help?

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/16) */
  This is customer's 1st time being here they purchased this 2020 Pathfinder from Jimmy the Boxer Auto Mall as used. Mr. Wilson purchased Pathfinder on April 19, 2021; it was a previous rental vehicle. The engine has sludge and before the warranty company will approve the vehicle repair it needs a tear down to find out what the issue is. We ran a Carfax to see vehicles service records and only 1 oil change shows serviced at Monroe Auto Service at 40714 miles. The test in question takes 6 hours at $160 an hour. If the vehicle is covered the warranty company will reimburse. Mr. Wilson does not want to pay for diagnostics unless guaranteed Nissan or Extended Service Plan will cover new engine.
  
  
  Consumer Response /* (3000, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My husband paid $160 for the vehicle to be tested. Next thing we know the vehicle set at the dealer for over an entire week. He had to keep reaching out to find out why he haven't heard anything and finally Ms. Crystal returned his phone call after multiple attempts to reach her throughout this past week alone. He also explained to that he already made contact with the extended warranty company and they said that they were waiting for Nissan to contact them. ( also the vehicle it's self still has its manufacture warranty). We know that that )1000 dollars they wanted my husband to pay is commission money and not to look at the vehicle because we were already charged $160. Plus why should we have to pay $1000 if we have the manufacture warranty plus the extended warranty. They never reached out to the warranty company. We already talked to all parties including jimmy the box.
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  We have been in constant contact with the Wilsons and again the vehicle has sludge which can be caused by several reason, some covered some not. We cannot move forward until the test is performed. This test is required by Nissan and the Extended Warranty company. The test will determine what the problem is and if covered or not by either Nissan or Service Contract. We also told Mr. Wilson he needs to provide receipt for any service performed on the vehicle from other shops he took car to for oil changes.
  
  
  Consumer Response /* (4200, 11, 2022/11/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Consistent contact is a lie. We have call records of how many times we tried to contact Nissan. Multiple times we were told we would be contacted after lunch, we only received two calls period which were after business hours. My husband has called multiple times from 8 a.m. until 12 noon a few days in a row but calling after business hours is unexceptionable. Then to have Ms. Crystal taking long breaths over the phone and engaging in other conversations while my husband is explaining he made contact with the extended warranty company is outrageous. Also to have your employee tell us that you guys get paid off of commission is the reason why you charged the $960 and won't contact the warranty company until it's paid is sad. Why are we paying for a warranty if you guys won't do your job. The diagnosis test was already $160. Clearly it says something about the engine. So you want another $1000 just to look at the engine or even consider looking at the engine Is a complete ripoff when other dealerships make you pay for just the diagnosis. Never in my life have we ever heard of paying $1000 just to see what's wrong with a vehicle. Especially when it's still under manufacturing warranty. Nissan records conversations so pull them all up and listen to them. Further more, we printed out the receipt from when we got the oil change from Monroe Muffler. No one else has touched the vehicle. When we bought the vehicle it already had 25000 miles on it so to say the vehicle only shows one history of an oil change is not even possible. The vehicle it self would have been messed up long before we became the owners. So go back and listen to your employee say that you guys make you commission off of the $1000. We'll never ever buy a Nissan product/vehicle again and we'll be sure to make sure future customers know how Eastern Avenue Nissan really value their customers. I wonder if cooperate know their employees huff and puff or suck their teeth over the phone.( Buy the way, which my husband addressed on a recorded line if you would like proof.) Again I'll state we reached out to all parties involved, from jimmy the box, to Nissan, to the extended warranty company who actually wanted to help only but if Nissan reached out. We covered our end, Nissan didn't and won't unless they get money out of their customers first.

• Initial Complaint

  Date:11/15/2022

  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 purchased a car in nov of 2021 my car has been in the shop 3 times bob bell is refusing to help I feel like I got a lemon I have had the car for just at one year have not driven more than 6,000 miles I need a resolution please advise

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/16) */
  I spoke with Mrs. Burton, and she never brought the car back to Bob Bell for service or any concern she was having with the vehicle. Bob Bell never refused to help but wasn't given the opportunity. Most issue she was having were covered under her extended service contract excluding maintenance parts. I spoke with Mrs. Burton to see if she would like to bring, and we can assist her with a trade out. I also told her if another issue were to arise call me so I can see how I may assist.

• Initial Complaint

  Date:10/20/2022

  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.

  On October 10, 2022, I took my vehicle to Bob **** Automotive for repair. I was told that the repair would be done by Friday October 14, 2022. The repair only took 2 hours. They let my vehicle sit all week and didn't start the repair until the 14th of October 2022. I have extended warranty on my vehicle and because the repair only took less than 4 hours I had to pay for the rental, which Bob **** did not take any responsibility for, saying that because they had to diagnose it first that the responsibility of the rental was on me. I returned the rental on Friday October 14, 2022, at 5 pm that afternoon. I also called Sterling Rental and let them know that my vehicle had been repaired. I was charged for an additional day for the rental, because they said that Bob **** said that I returned the vehicle on Saturday at 11 am October the 15th 2022. I would like to be reimbursed for money that was paid due to false reasons why they had my vehicle the whole week, when the repairs could have been completed that next day. They held my vehicle and didn't repair it until I complained about it sitting on the lot for the full week. I would like to be refunded for the extended days of the rental.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Tom ******* service manager at Bob **** chevy Kane Street spoke to Denise Young-Bess and the concern was the rental bill she had to pay when the car was not completed in a timely fashion. We are reimbursing the customer half the rental cost. The rental bill was $276.00, and we are refunding customer $138.00. Customer was very happy with our resolution.

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 the 6th 2022 was the first date I think I took my vehicle I basically had my vehicle at Bob Bell three times when I first originally took it to barbell they told me that it was about $1,600 worth for work needed to be done because my real was sagging also my check engine light had popped on so they gave me a price after I sat in the lobby and waited then they told me that it was going to take them like 5 hours to do the work so I said okay me and my husband agreed to do it so they went on and said they'll set us up so I agree I didn't took the rental car back three times and I had to rent the rental car three times and each time they charge $200 to my card I got two of them refunded one of them they won't refund because barbell have not released the whole I've called barbell I left messages from the management and no one is seem to be calling me back I need my money back placed on my credit card I did everything I was supposed to do this was not my fault and basically I'm getting the bad end of the stick so basically Enterprise is telling me they can't get in touch with barbell I need the whole of $100 released on all my credit cards if any other ones that I don't even know at this point what other cards was used I spoke to Joe which was the manager at Enterprise and basically barbell needs to release all the funds because I have paid them in full for my vehicle I've got my vehicle back I need my money return back to my credit card

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Invoicing was completed with Enterprise, and hold released on customer deposit. I contacted customer by phone to insure it was completed.
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The hole is still being placed on my account when I contact Enterprise, they still waiting on barbell to authorize the extra days of rental car it's a back-and-forth issue with ball Bell and Enterprise and I need this resolved ASAP

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had to take my car in for repair at Bob Bell Ford Service Department in Glen Burnie, MD on 4 separate occasions for the same AC issue since mid-March 2022. This is being written mid-September 2022 so I have had to take my car in to them for repair on 4 separate occasions within a 6 month period. In March 2022, my air conditioning started blowing warm air. I took the 2017 Ford Escape (w/~40000 miles) to them to fix the issue. The first time. They reported to me that I had critter damage to my AC unit so they needed to replace some tubing and wiring. My charges came to ~1000 US Dollars. I got the car back and it worked for about 3 months until it started blowing warm air again. I then took the car back to them in mid-June 2022, They made the repairs (which I cannot recall the exact details) which, again, the charges came to ~1000 US Dollars. The car then started blowing warm air again at the end of August 2022. I took the car back to them and they kept my car from Wednesday one week to Tuesday the next. During that time I had to call them multiple times to get updates on my car. They did not once offer me a courtesy vehicle for them keeping my car for almost a week. I was not charged this time, but the repair report provided to me only indicated that they charged the AC and checked for leaks multiple times (so pretty much didnt do anything to fix the issue). The car then started blowing hot air again a few weeks later. I took the car back to them again and they have now kept it from Wednesday one week to Thursday the following (and still counting). They are supposedly repairing the whole AC unit free of charge but I have had to contact them multiple times to get updates. I have not once been offered a courtesy vehicle.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/26) */
  WE have spoken with the customer. Advised back-order part expected shortly. Provided customer courtesy loaner until part arrives this week.
  
  
  Consumer Response /* (2000, 7, 2022/09/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept but there needs to be a bit better customer service from the company. It was inexcusable I had to take the vehicle in 4 times for the same repair and they held onto my car for so long a time before offering me a courtesy vehicle. I should not have had to call the General Manager directly to get the service I should have received from the beginning.