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. has 4 locations, listed below.

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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:09/15/2022

  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.

  I purchased my vehicle in 2020 it is a Ford F-150. From the beginning I had issues with the check engine light coming on, they assured me it was GHOST CODES. This show me that the truck had computer problems before I purchased it. The spark plugs were recommended to be changed at next visit, once spark plugs were change at 35,367 miles the engine blew and they stated it was not under warranty because they were not changed at 20,000 miles. If I were notified that the spark plugs had to be changed at 20,000 miles, it would have been taken care of. Also, being as though the truck was in multiple times, I am not sure how that was missed or not communicated to me. The vehicle will not pass emissions, the tags are getting suspended and it is still at the dealership. Now I have been without my vehicle for over 180 days. Attached below are the supporting documents for this claim.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/20) */
  The warranty claim has bee denied by Shelby for the stated reasons. We have arranged with the customer to perform the repair at a reduced rate.

• Initial Complaint

  Date:09/07/2022

  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.

  I bought the used truck one month ago with an extended warranty. Noticed the inside of my right tire bald. Took it to the dealership service and they said any after market parts is not covered. That's the way I bought the truck did not do anything to it. They need to cover this, that's why I bought the extended warranty
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Mr. ***** has been contacted by our used car director Lee ***** and in the spirit of doing our best to completely satisfy our customers we did agree to correct. We do want to ad that previously owned vehicles that have had modifications or alterations with that were not factory may not be covered by existing factory warranties or extended warranties. On a previously owned vehicles extended warranties may not cover pre existing problems or issues.

• Initial Complaint

  Date:09/06/2022

  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.

  FROM ORIGINAL PURCHASE OF HYUNDAI ELANTRA 2016 PURCHASED 2015, MY CAR HAS ONLY BEEN SERVICED BY BOB BELL FORD/HYUNDAI, ORIGINAL POINT OF SALE FOR MAINTENANCE UPKEEP AS DIRECTED
  AT NO TIME DID THEY RECOMMEND CHANGING THE TRANSMISSION FLUID BUT CHECKED OFF THAT THE FLUID AND ALL OTHER FLUIDS WAS TOPPED OFF EACH TIME I TOOK THE CAR IN FOR RECOMMENDED SERVICES,MY COMPLIANT IS SERVICE TECHS FALSIFIED MAINTENANCE REPORTS AND FAILED TO PROVIDE ,,CAUSE MY TRANSMISSION TO FAIL AS OF JULY27TH I WAS STRANDED,HAD CAR TOWED TO ANOTHER HYUNDAI DEALERSHIP IN THAT AREA OF BEING STRANDED THIRTY TWO MILES ONE WAY FROM HOME AT NIGHT
  NEXT DAY CAR WAS DIAGNOISED , VERY LOW BROWN COLORED TRANSMISSION FLUID LEFT IN CAR,OIL LEVEL VERY LOW,ANTI FREEZE COOLIANT LOW IN RESERVOIR,MY CAR HAD BEEN SERVICED AS RECENT AS JUNE 13TH BY BOB BELL HYUNDAI TECHS,
  I EMAILED SERVICE MANAGER AND PLACE CALLS TO TWO DIFFERENT SERVICE MANAGERS AND AS OF TODAY NO RESPONSE
  AS OF TODAY I AM STILL WAITING ON A NEW TRANSMISSION TO COME IN AND BE INSTALLED IN MY CAR WITH ANOTHER HYUNDAI DEALER WHICH HAS BEEN QUOTED AT 4,500.00
  BOB BELL IS DIFINANTLY AT FAULT AND I AM HOLDING THEM TOTALLY RESPONSIBLE AND THEY SHOULD HANDLE THE COST OF REPLACING THE TRANSMISSION
  THE HYUNDAI ELANTRA IS THE ONLY CAR I OWN AND I HAVE EVERY INVOICE GIVEN TO ME INCLUDING THE ORIGINAL PURCHASE ORDER
  I CONTACTED HYUNDAI MOTOR AMERICA AND WAS GIVEN A CASE NUMBER BUT REFERRED TO BBB. I CAN PROVIDE ADDITIONAL INFORMATION IF NEEDED

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/08) */
  we have contacted the consumer and arranged to have the vehicle here for inspection. Our goal is to take care of our customer.
  
  
  Consumer Response /* (2000, 7, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I HAVE BEEN CONTACTED FROM THE BUSINESS, CURRENTLY REPAIR SERVICES PENDING TRANSMISSION ON ORDER

• Initial Complaint

  Date:08/14/2022

  Type:Billing 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 brought my car into Bob Bell Kia service center on July 22, 2022, it is now August 14, 2022 and service has not even begun. I was given an estimate of $1700 for repairs, and told service would begin after parts came in which would take "3-5 days." It has now been 23 days. The service agent Samantha has repeatedly dodged my phone calls. I called every day last week and left voicemails in hopes someone would communicate with me what was going on, she did not get back to me until Thursday the 11th, when she left a message saying they were waiting on a single "machine screw" and that they were going to "start trying other parts suppliers." When I asked her to tell me the specifics/dimensions of this particular screw so that I could find it myself elsewhere, she just said that she "didn't know" and that she'd call me back which she never did. I'm drowning in rental car costs while no one at Bob Bell Kia seems to care at all about the service they provide or my time and money.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 20, 2022/09/22) */
  This vehicle was completed on 16AUG2022.
  The extended repair time was verified as parts availability. This vehicle is a 2011 therefore some parts are becoming more scarce. With regard to the communication concern, internal personnel changes were made to correct this, ongoing.

• Initial Complaint

  Date:08/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our 2016 Kia Sorrento to Bob Bell Kia on June 20 for $10,500 (I am in possession of the bill of sale). They needed our lien release before they could cut us a check, which arrived to their office on July 5 (confirmed via telephone by the sales manager, Jamie ******). Jamie informed us he would be sending the paperwork to a central office that same day and they would send us a check in the mail the following day. After waiting two weeks, we called Jamie back and he informed us that the central office "forgot" to write the check, but it would be going in the mail that same day (July 22). When we again didn't receive the check for a couple of weeks, we called back yet again and the central office informed us they never received the paperwork from Jamie (this is now almost a full month after they received the lien release). The GM of Bob Bell Kia (Paula) told us on Friday July 29 that she was personally dropping the paperwork off and the central office would call us today (8/1) to come pick up the check. They never called and are not returning our calls. It has now been over 6 weeks and every time they say we are going to get a check it is a complete lie. I would appreciate some resolution and accountability from the BBB, as this business is at best incompetent, and at worst trying to steal $10,500.

  Business Response

  Date: 09/01/2022

  Consumer Response /* (2000, 5, 2022/08/04) */
  Re: BBB Complaint Case# 36192638 (Ref#XX-XXXX-XXXXXXXX-X-XXX)
  External
  Inbox
  
  ******* ******* <********@gmail.com>
  8:44 AM (33 minutes ago)
  to me
  
  Hi **** -
  Thank you so much for getting back to me. After 8 long weeks we actually were able to resolve this and received the compensation we were owed. However, I do think sharing this experience is still worthwhile, as I have never encountered more dishonest and difficult company to work with.
  
  Best,
  *******

• Initial Complaint

  Date:07/27/2022

  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.

  Avoid this dealer like the plague. In 2015 I purchased a 2016 Nissan Pathfinder. The pathfinder was a base model and didn't have Bluetooth connectivity. The dealer gave me 500$ to have a guy they recommended upgrade the radio. I took it to the guy and he installed a new radio. A few month later I started having issues with the air bag warning light. I took the car to the dealer and they replaced the control module for the airbag system. A couple months went by and the light came back on. I took the car back to the dealer and they said that they would replace the spiral cable on the warranty. I get a call a few days later and I was told that the warranty would not cover the repair because the aftermarket radio. They told me to call my insurance to have them cover it or I could pay 10,000 to have it fixed. I was in the military at the time and didn't have the 10,000 so I called the insurance. My insurance said they would not cover the repair. The dealer told me that they wanted payment for the work they did up to this point. I said that they told me it would be covered under the warranty and I didn't have any money to give them. After going back and forth for a while the dealer said fine then come and get the car. I went to the dealer to pick up the car to find the car I had driven into them was completely disassembled. Seats were all removed and the dash was removed. They had every single nut, bolt, and fastener in two coffee cans and all of the large parts like the dash and seats thrown in the back. The car was no longer drivable. Being in the military and going into a training exercise I didn't have time to deal with this. They handed me a paper and said sign this and you can take the car. I had the car towed to my home and put it in my garage. I had to purchase a new car and eventually surrendered the un-usable car to bank. They ended up costing me a fortune and 7 years 4 years of payments to make right with the bank. I'm hindsight I should have called the police
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/07/28) */
  LC 07/28/2022- (BBB Note from the business)- The business has advised that they will need the applicable VIN # to be able to investigate the complaint and respond. Please provide VIN#
  
  
  Consumer Response /* (3000, 7, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Providing follow up information requested by business
  
  
  Business Response /* (1000, 15, 2022/08/25) */
  Back in June of 2017 is when the vehicle came back for air bag issue and here is the notes that were documented on the invoice the customer received
  "PERFORMED DIAGNOSTIC, CHECKED WIRING. DURING DIAGNOSIS, DISASSEMBLED FOR REPAIRS AND FOUND AFTER MARKET CAMERA SYSTEM AND OTHER AFTER MARKET SYSTEMS INSTALLED TAPPED INTO MAIN HARNESS CAUSING AIR BAG LIGHT, NOT WARRANTABLE CONCERN. WOULD NEED TO REPLACE HARNESS. CUSTOMER DECLINED ALL REPAIRS AND REASSEMBLY, CUSTOMER NOTIFIED NOT REASSEMBLED AND WAS TOLD BY CUSTOMER HE IS TO TAKE CARE OF REPAIRSREASSEMBLY HIMSELF. CUSTOMER TO TOW VEHICLE FROM SHOP."
  
  And from my knowledge and looking at history of vehicle we have not seen this vehicle or heard from customer since 2017