Complaints
This profile includes complaints for Car City's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/30/2025
Type: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.
Today they wanted me to put 2000 down even though their advertisement says 39$ if we make 2200 which we do, and have a valid license and I do as well. It's false advertising. I spent all that time on an application all because of what was advertised but of course they lied and hit my credit which I wouldn't have even signed up had what they advertised was written correctly.
Business Response
Date: 07/07/2025
July 7th, 2025
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
Car City advertises the opportunity to be financed and receive an approval from *************, our related finance company, for a down payment as low as $39 provided the customer meets certain criteria. The stated income amount, state of residence, and bankruptcy status are the minimum requirements to qualify for an approval.
Once meeting these minimum requirements, the information provided by the customer from their ********************** application in addition to their credit history and other financial information, such as applying with a co-applicant, are then utilized by underwriting to generate the approval amount and down payment amount.
The customer did meet the requirements to be approved for financing but did not qualify for a down payment of $39.
We are sorry that the customer encountered this experience and appreciate their feedback. Car City will amend the language on the Schedule a Visit webpage to make even clearer so as to avoid this situation moving forward.
The customer is welcome to contact ********************** if something has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Customer Answer
Date: 07/07/2025
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:04/04/2025
Type: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 car may 2024. Within 3 days the car was in the shop. The away arm was only connected with 1 clip! Then all of my undershield fell off. Then my tire sensor stopped, then my windows ***** wiper motor stopped and they are giving me a the run around to get it fixed. For over 2 months now I cant even drive my car. Ive called every number I can find.Business Response
Date: 04/11/2025
April 11th, 2025
Thank you for reaching out to Car City with your concerns.We are sorry to hear that the customer is having an unsatisfactory experience.
The customer contacted ********************** and has reached a resolution through MotorGuard, the vehicle service contract administrator. The repair facility is waiting for a part and will contact the customer immediately when the part arrives and will start work on the customers vehicle.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Initial Complaint
Date:02/06/2025
Type: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 city needs to be investigated cause the car I got from there isn't worth what I'm paying for it I don't think they look at the blue book value of any cars that they sell I've put money into the car to get it straightened out so if car city would knock the price down to 5000 ***** that's not even worth it but I'd be happy with that car city should be out of business for ripping the customers offBusiness Response
Date: 02/17/2025
February 17, 2025
Thank you for reaching out to Car City with your concerns.We are sorry to hear that the customer is having an unsatisfactory experience.
According to our records, the customer has not contacted ********************** or submitted any invoices for repair as referenced in the complaint.Therefore, it is unclear what the exact issue is or the desired resolution.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Customer Answer
Date: 02/25/2025
I have complained to car city but they have not done nothing and the only thing they could is say take the car to a licensed shop and the warranty place will cover it well the warranty place didn't cover hardly anything so I want the payoff amount down to at least 6000 since we're going through all thisInitial Complaint
Date:09/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This business lied to me about how long my lease would be. I was told at signing that after 24 payments I could have an option to return the car. Now Im being told theres no way out of the lease until 48months Is up. Also my credit report states *** only paid 911 dollars. My over all loan had only gone down that much when Ive given ***** so far.Business Response
Date: 10/08/2024
October 8, 2024
Thank you for reaching out to Car
City with your concerns. We are sorry to hear that the customer is having an
unsatisfactory experience.
The customer signed a 48-month
lease in May 2023. The lease does not provide an option to return the vehicle
after 24 months. The terms and conditions of the lease agreement are explained
to the customer at the time of delivery.
We
passed the customer’s credit reporting dispute on to Orbit Leasing, their
finance company.
The customer is welcome to
contact Car City if something has been misunderstood or miscommunicated. And
they are welcome to contact Orbit Leasing to obtain an account payment history.
Sincerely,
General Manager
Car City
616-249-2000Initial Complaint
Date:09/09/2024
Type: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 this car April 2024. Test drove it seemed ok, had a few things but the little I knew aboit cars I knew it needed brake work and brought this up to car lit along with windshield and also no **. Was told no worries it will be fixed. Window fixed no problem. Took mt car to their mechanic and explained the issues and he said the caliper was stuck and the ** suction line was bad. Said he fixed caliper (however car STILL had issues when I picked it up along with a few new things- his response was keep an eye on it if it gets worse come back) and said the ** line was on some national back order. Fine. I informed warranty what happened. I checked back with the mechanic a few weeks later to find they closed up shop. Was sent to another mechanic who said the issues I was having now were due to the first issue not being fixed properly. Also said couldn't fix ** line due to back order but he said he rigged it to hold freon for my drive to FL. FF to today finally got it into another shop in ** and they tell me they would be LIVID if this journey had been sold to their wives. The ENTIRE bottom is rusted out, axels, struts, pipes, bolts. ALL of it. Told me I couldn't even get an estimate because it would cost more to fix than what car is worth on a good day. Will have to torch and cut EVERY bolt and even then he can't guarantee a safe fix. Still waiting on a return call from ***** (highest up I was told i could go) this is not okay.Business Response
Date: 09/20/2024
September 20th,2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
According to the information provided to Car City by the customer, the vehicle was taken to a local dealership for further diagnosis and a repair estimate. Car City had recently received the estimate and had requested that the service manager at the dealership provide an itemized invoice so that Car Citys Warranty Manager can determine next steps. Car City finally received the requested documents and had determined to cover the costs of the covered components.
Car City has addressed the issues with the customers vehicle.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Initial Complaint
Date:09/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had bought a car from car city we were making payments on it and the Motorhead went twice the transmission had went once the computer was going out on it and there was no warranty on the motor car city wanted to put three grand towards it and have me put 13 Grand in it and I'm not going to do that because you're later goes by and the motor goes again same with the computer and transmission and I guess you never got solved they came and got the car and that was it I would like for something to be doneBusiness Response
Date: 09/06/2024
September 6, 2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
On August 2nd, 2024, the customer contacted Orbit Leasing, the finance company, to indicate that the customer wanted to do a voluntary return because they could not afford repairs. Orbit Leasing indicated that they would try to help the customer once the estimates were sent over by the repair facility. On August 12th, 2024, Orbit Leasing received an estimate from the repair facility and offered the customer a repair agreement. The customer agreed to have the vehicle brought to our ******** location by the end of the week.
On August 15th, the vehicle was still at the customers residence and the customer indicated that the vehicle would be at the ******** location by that Saturday.
On August 17th, the customer wanted to return the vehicle and when told that is not an option, the customer told Orbit Leasing to retrieve the vehicle. The vehicle was picked up over Labor Day weekend after the repossession agent coordinated with the customer.
We are unable to provide the customer with their desired resolution. The customer was provided an option from Orbit Leasing to help with the vehicle repairs, but the customer had declined.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Customer Answer
Date: 09/08/2024
Yes car said he did one me to bring the car to them at the ******** location but how was I supposed to do that to begin with when they shut the car off by GPS and another they told me that they could put three grand in but they wanted me to put 13 granted and I wasn't doing that because a year later the motor could have won again or the transmission or the computer we have had nothing but problems with that car ever since we got it and I would like something more to be doneBusiness Response
Date: 09/12/2024
September 12th, 2024
We are sorry to hear that the customer disagrees with our response. We will not be able to meet the customers initial desired settlement.
The customers vehicle was shut off after their account fell behind. The customer contacted Orbit Leasing the following day and indicated that the customer would not be able to make a payment until 8/3/24. On 8/2/24, the customer called and requested that we pick up the vehicle.
The customer was provided a repair agreement to help with the issues and the customer had declined the offer.
We request that the customer contact ********************** so that we can arrive to a reasonable resolution for all parties.
Sincerely,
General Manager Car City
************Initial Complaint
Date:07/24/2024
Type: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 a car less than a year ago. I bought the extra warranty. I've replaced 3 starters, an alternator, engine control module, map sensor, 2 batteries. Just got it back 7/22, it's Wednesday the 24th and the car is broke down at a gas station again. They've done nothing to figure out the problem. They have been no help. I need help getting a resolution.Business Response
Date: 07/30/2024
July 30,2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
The customer was in contact with *********************** Warranty Manager on July 25th 2024 and has been advised to take the vehicle to a repair facility and receive a quote for an OEM part.
Car City will be able to determine next steps after receiving the quote from the repair facility.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Initial Complaint
Date:07/19/2024
Type: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 a car from car city at the **************** location. A week later the car started acting up I was told I only had 3 days to return the car back to them. I took it to the shop to get it fixed and it didnt work I called the car place they had me take the car to a shop in November and I didnt get the car back until January. When I got the car back it was still not working right I took the car back and they worked on it I came to get it car still wasnt working right now their saying it needs a new motor. When they told me in September everything was checked how does a motor go out that quick I am currently without my car and paying over 500 dollars a month on it.Business Response
Date: 07/30/2024
July 30,2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
The customer was in contact with *********************** Warranty Manager on July 25th 2024 and Car City is offering the use of a courtesy vehicle. Additionally, as part of the resolution the Warranty Manager has offered to waive the deductible for the repair and cover the most recent monthly payment. The Warranty Manager will work with the financing company,Orbit Leasing, to rectify the payment for July.
The customer has been advised to take the vehicle back to the repair facility and Car City will be able to determine next steps after the vehicle has been diagnosed.
The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Initial Complaint
Date:06/10/2024
Type: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 Thursday June 6, a repo man from orbit leasing came to repossess my van. I will be honest and let you know that I was about 2 and a half months behind. While the guy was outside I called orbit leasing to try to set up an agreement so they would not take my van. I came up with an agreement with them that I would pay them $510 that day and $122 the following Monday. Also I was to make another payment of $622 by June 24th. Once the $510 payment was made they were suppose to release my vehicle but the repo man had driven off with it. Payment was made before he drove off and orbit leasing was supposed to tell them to turn around and bring it back. That never happend. They told us they could not bring it back that day, that they would bring it first thing Friday morning on June 7th. They never brought the car back. I called them again, and the excuse this time was that the car went to the car auction and I won't be able to get it back until Monday June 10th. I called them on Monday and now they are saying that it is Tuesday. I just feel like they are giving me the run around about this car yet they keep sending me a leasing extension to sign and I feel like they are trying to loop me into a binding contract that will keep me paying for a car that I don't have. I don't feel like it is right that they took my car to an auction after taking a payment from me and making an agreement. I really just want to get this issue resolved quickly I need my car. I was going through hardship because my mom was diagnosed with cancer, and I lost some wages trying to help care for her. I just feel like this company is continuing to give me the run around. I feel like they have already sold my car to the auction and that is why they keep coming up with excuse after excuse.Business Response
Date: 06/13/2024
June 13, 2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
According to Orbit Leasing, the finance company,the customer had called and made a partial payment after the vehicle was picked up. Orbit Leasing informed the customer that they would try to have the vehicle brought back to the customer. The repossession agent stated that they would attempt to bring back the vehicle the following morning. However, the repossession agent informed ***** Leasing that they were not able to bring back the vehicle to the customer since the vehicle was already taken to the auction.Orbit Leasing is working with both the repossession company and the auction to have the vehicle reinstated and brought back so that the customer is able to retrieve the vehicle.
As the customer mentioned, it should be noted that the customer was significantly past due, and Orbit Leasing is intervening with the repossession agent and auction as a courtesy.
As of June 12th, Orbit Leasing has been notified that the vehicle was redeemed from the auction and should be in transport back to Orbit Leasing as soon as possible.
A representative from Orbit Leasing will contact the customer once the vehicle is ready to be picked up by the customer. The customer is welcome to call our General Manager if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************Initial Complaint
Date:06/03/2024
Type: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 a 2013 **** fiesta from CarCity in ********** on St 933. I purchased this Vehicle on May 5-2021. I never been late on my payment. I went to two different dealers ship to use this vehicle for a trade on a newer vehicle. Well both dealers ships told me this vehicle title comes back as a branded title. **** as a widow I had no clue what that meant. Well it a rebuilt title on on vehicle out of a junkyard that was totaled. . I cant even sell or trade this car off period when Im done with my contract with *************. The tile it no good. I be lucky to take it to a junk yard to sale a vehicle I paid 15k for a $100. They need to make this right. I asked them at the purchase time about the title the sales rep said it a good title. As a female I was taken advantage of. Either give me a vehicle that has a legal title or take this vehicle back and clear it on my credit report. I sent a picture of the vending number of the vehicle so you can see aits a rebuilt title to this vehicle. I dont know what else to do. Next step hopefully you can help. Thank youBusiness Response
Date: 06/07/2024
June 7, 2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
Customers are informed before and during delivery of the vehicle that they are entering into a lease contract with either a 48-month or 54-month contract. All customers are provided with the option to return the vehicle or purchase the vehicle at the conclusion of their lease contract.
According to our records, the Experian AutoCheck report generated on 3/11/2021 did not report an accident at the time of delivery. However, an Experian AutoCheck report generated more recently on 6/7/2024 did indicate an accident that had occurred on 2/10/2021; prior to the customer taking delivery of the vehicle. We are subject to the terms and conditions of the AutoCheck provided by Experion (*****************************************************)
As a next step, if the customer is willing to fill out a new application, we would be happy to evaluate their application and see if we can enter into a new lease agreement. We would like to help the customer get into a new vehicle, but we cannot do an exchange or return on the current vehicle.
The customer is welcome to call our Director of Sales if they would like to see a copy of the lease or if anything has been misunderstood or miscommunicated.
Sincerely,
General Manager
Car City
************
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