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:12/16/2023
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 got a 2013 dodge dart in Oct had it for a month and boom car just dies. I call warranty have them tell me a shop to go to and have it towed. Four weeks go by I hear nothing. Shop won't answer my calls keep dodging after three weeks I go to the shop and the mechanic tells me the warranty guy ain't there. That they can't get ahold of the *************** at orbit leasing. Orbit leasing tells me they can't get ahold of of the garage total run around. Now the day before I'm suppose to pay orbit calls me after paying ahead of Time by two weeks I might add and the whole time it is in the shop. Wow I'm a single father with two daughters and no car. Loom through the reviews and load and behold this is a known problem with this place like happens alot. What a way to treat your customers total circus show. Who cares if a father and a 4 year old daughter and a 6 year old too is out in the cold for four weeks waste an ******** hours a week taking the bus. Hey you guys got your money though right and want some more what a joke. Oh yeah and I did exactly what was told of me went to the garage you guys said to so don't give me no c*** about that either.
Business Response
Date: 12/22/2023
December 22nd, 2023
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 has been instructed to provide documents to show towing information and costs to process the reimbursement. The claim has been approved by Precision Claims, the vehicle ******************************, and the reimbursement would be applied towards the deductible. The customer has not provided or sent in the requested documents to Precision Claims as of December 19th, 2023.
We are unable to meet the customers desired resolution currently. The customer is welcome to contact ********************** if something has been misunderstood or miscommunicated. Once Precision Claims receives the requested information, they can proceed with the towing reimbursement towards their account.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:10/24/2023
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.
My fan in my 2012 ***** malibu stopped working. I just bought the car in Dec of 2022. The compressor melted on the condenser that shorted out my blower motor. The extended warranty isn't going to pay cause the condenser isn't covered. The image shows it does, they told me to call car city. I talked to ******, not using her full name, is in charge of the warranty department. She said she wasn't going to cover the part that wasn't covered even though the part they were melted and shorted out the other. I sent her the pamphlet that the car salesman gave me showing the parts being covered. She has changed the name of the part 3 times to make sure it wasn't listed. This is unacceptable, the way I have been treated was without respect. My car has been sitting waiting for answers for 5 days because of this playing around. I believe it should be covered.Business Response
Date: 11/03/2023
November 3, 2023
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 most recent records, the customer had issues with their vehicle and had it taken to a repair facility. The repair facility determined that two components failed. One component (blower motor) is covered by the vehicle service contract purchased by the customer, and the other component (connector) is not covered under the vehicle service contract.
Car City has been attempting to contact the customer but has received no response. ********************** is offering to treat the uncovered component (the connector) as though it were covered by the customers *************** Contract, leaving the customer with just a $250 deductible, per the *************** Contract terms.
The terms, phases, and deductible amounts related to each phase of the *************** Contract are explained and outlined at the time of vehicle delivery. The vehicle must be serviced by a repair facility that participates with Precision Claims, and the customer is responsible for a deductible, which is determined by mileage and/or time. The *************** Contract displays a detailed list of what components are covered and what components and services are not covered.
Sincerely,
***********************
General Manager
Car City
************Customer Answer
Date: 11/09/2023
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. I have already paid for the parts and got my car fixed. I only wanted them to pay for the parts. I understand my side of the payment. I have moved I have included my new address.****************************************;
**********, *******
32068
Sincerely,
*************************Initial Complaint
Date:09/12/2023
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 leased my truck on June 09, 2023. The first day I received it the tire sensor maintenance came on. I called the company and they told me to call my warranty company. So about two days passed and the engine light came on. I called my warranty company and told them what was going on with it; they told me to take it to one of their repair companies. I dropped it off to them and the next day the repair company called and told me that the engine light was not on and they did check the tire sensors and they did need replaced. They also told me that they were not covered by warranty and charged me $145 for the estimate. When the engine light came on again I took it to Oreilly and they stated it was one of the oxygens sensors. By this time I had had the truck for a month and half. Ive been driving it and now its starting to go bad. I took it to a repair shop around my area and they did an estimate and told me it was my timing belt. They told me that its been bad. I feel like the company knew about when they sold me the truck. They keep giving me the run around and then they tried to send me to a repair shop that dont even work on that actual area of the truck. They are trying to help resolve the issue.Business Response
Date: 09/20/2023
September 20th , 2023
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 ********************** on 9/7/23 to indicate that the vehicle was having mechanical issues. The customer was advised to contact Precision Claims, the vehicle service contract administrator.
As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty. Customers also have the option to upgrade to a *************** Contract. All Car City vehicles are inspected by our licensed mechanics before they are placed on our lots.
The terms of the *************** Contract are explained to the customer and provided to the customer during the time of delivery to ensure that they understand what components are covered and when and how coverage expires; these are predetermined based on time elapsed and/or mileage. The *************** Contract displays a detailed list of what components are covered and what components and services are not covered.
We are unable to meet the customers desired resolution currently. The customer is welcome to contact **********************. Once ********************** receives the full diagnosis from a participating repair facility, we can proceed from there and likely reevaluate the customer's desired resolution.
Sincerely,
***********************
General Manager
Car City
************Customer Answer
Date: 01/09/2024
Complaint: 20588933
I am rejecting this response because: I had filed a complaint before about Car City. Car city is under Orbitz leasing. I am leasing a vehicle and not even a 2 months in the timing chain went out. The extended warranty company fixed that but, not even 2 weeks after that was fixed it started to do the same thing. I took it back to where I got it fixed and told me that it needs a new motor. **** from ******* motors in ****** ** stated that the warranty will cover a use motor and I would have to come up with $700 on my end. I feel like they knew this motor was going out in the beginning and I would like for them to take the vehicle back and remove it from my credit. It had a little over ******* miles when I got it. I can not afford to pay that type of money and the car note for a truck that is useless. Please help me. They are getting over on people and I have a friend that they recently did the same thing to also. Its not right how they are treating people. Car City in ************ Orbitz Leasing in ************ **
Sincerely,
******* FieldBusiness Response
Date: 01/23/2024
January 23, 2024
Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is still having an unsatisfactory experience.
According to our most recent records, Precision Claims, the ****************************** received an estimate on 11/17/23 for the engine and this claim was approved on 11/21/23.The repair facility contacted Precision Claims on 11/29/23 and indicated that the customer refused the work. Therefore, the claim has not been paid out.
We are sorry to hear that the customer disagrees with our response, but we are unable to meet the customers desired resolution currently. The customer is welcome to contact ********************** in case we have misunderstood the issue.
Sincerely,
Car City General Manager
************Customer Answer
Date: 02/05/2024
Complaint: 20588933
I am rejecting this response because: they should have replaced the entire engine when they had to replace the timing chain that is part of the engine. The engine started going out 2 weeks after I received the vehicle back after the ************. They knew this vehicle wasnt any good when they leased it to me.
Sincerely,
******* FieldBusiness Response
Date: 02/12/2024
February 12th, 2024
Re: Complaint #********
We are sorry to hear that the customer disagrees with our response.
As stated in the previous response, the customer refused to have the vehicle fixed on an approved claim.
We are unable to provide the customer with their desired resolution based on the information received from our warranty manager, the repair facility, and Precision Claims,the vehicle ******************************.If you have any questions or concerns, please do not hesitate to contact us.
Sincerely,
General Manager Car City
************Initial Complaint
Date:08/31/2023
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 was buying a SUV for car city and upon me taking the car on July 5th I started having problems with it I called the warranty company and was told to take it to **************** in *********** ******** so I stopped driving the vehicle and it was taken into the shop on July 10th. I got a loaner vehicle after a couple day that I still have today. The car company shut the loaner car off because I havent paid the payment on the car that has been in the shop for almost 2months. I dont think I should be obligated to pay for a car that is in the shop for something that could have been avoided if the car would have been serviced before they sold it or even if they would have do anything. Now they want me to pay for something I dont have. And are not willing or even trying to make things right.Business Response
Date: 09/08/2023
September 8, 2023
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 provided a courtesy vehicle after having their vehicle diagnosed by a repair facility.
Even though the customers vehicle is at a repair facility, the customer is still responsible for making payments on their vehicle, as specified in the lease agreement. As with any vehicle lease or loan, the obligation to make payments does not stop because the vehicle is being serviced.
As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty. All Car City vehicles are inspected by our licensed mechanics before they are placed on our lots.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:08/08/2023
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 started having vehicle issues and began diagnostics on the truck. My diagnostic tool recorded past codes so I called the dealer to obtain any and all (or whatever they could come up with) maintenance records on the vehicle. They outright refused to give me any documentation on the maintenance performed by the company. I wanted the records for reference and to help better diagnose my vehicle and they still refuse.Business Response
Date: 08/18/2023
August 18, 2023
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 provided an AutoCheck report at the time they leased the vehicle. The AutoCheck reported no damage to the vehicle at that time.
The customer has also been advised to work with Precision Claims, the ******************************.Precision Claims will recommend a repair facility for the customer to have their vehicle diagnosed and serviced. The customer declined this option and indicated their preference to perform repair work on their own.
As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty. Customers also have the option to upgrade to a *************** Contract. All Car City vehicles are inspected by our licensed mechanics before they are placed on our lots.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:06/07/2023
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 purchased my 2014 ********** CC from them 7 months ago and it wasnt supposed to go through but they authorized me for a higher payment., I was approved for around ***** instead they took someone elses information and added my name to it to get the loan approved I have had the car since. During the time of owning the car it states that I have a 30 day money back guarantee which means if I didnt want the car I could give it back. The cars engine broke under 2 weeks of driving it and when I attempted to get my money back I was told I couldnt because it was under warranty. When I took the car to get a new engine they installed it but it hasnt been running right ever since and Ive owned it now for almost a yearBusiness Response
Date: 06/15/2023
June 15, 2023
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 had the engine replaced at a repair facility. We have advised the customer to contact Precision Claims, the vehicle service contract administrator, to find another repair facility that will service the customers vehicle.
As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty. Customers also have the option to upgrade to a *************** Contract. The terms, phases, and deductible amounts related to each phase is explained and outlined in the vehicle service contract during the time of delivery. The vehicle must be serviced by a repair facility that participates with Precision Claims and the customer is responsible for the deductible determined by the phase of the vehicle; the phases are defined and outlined by mileage and/or time.
Car City includes a 5-day money back guarantee with every vehicle at the time of the customers transaction and the vehicle can only be returned during this timeframe.
At this time, we are unable to fulfill the customers request for a refund since it does not qualify. The customer should contact Precision Claims to have the vehicle serviced as instructed. The customer is welcome to contact ********************** if there is anything that we have missed or miscommunicated to the customer.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:05/20/2023
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 is a complete joke, they sell junk cars at prices two to three times the blue book suggested values. As soon as you drive off the lot you are no longer their problem and neither are the issues with the vehicle sold. They have a tangled web of ******** in place to avoid any responsibility and loopholes entwined that they require you to contact third party shops and services or you have virtually voided your warranty. I thought it was just me but obviously they run all of their customers through their circus act while collecting outrageous amounts of money from people who only came to them because of lower than perfect credit. This company is extremely predatory and should be investigated thoroughly. My paychecks are being garnished at this time and I still have received zero paperwork showing how much the car actually auctioned for after the repossession. This is illegal. They are supposed to disclose all information. I have ***** out of a total **** paid back to them at this point and will be happy once they are out of my pocket. I am in contact with a lawyer whom has advised me to allow them to illegally garnish this money because in the end there will be a lawsuit and they will end up paying me back ten fold.Business Response
Date: 05/31/2023
May 31, 2023
Thank you for reaching out to Car City with your concerns. We are sorry that the customer is having an unsatisfactory experience.
According to our records, the customer initially contacted ********************** on 03/18/2021 to indicate mechanical issues and was instructed to contact Precision Claims, the vehicle ******************************, for further assistance. The sales manager indicated that he would look at the vehicle if the customer wanted to bring the vehicle back into the ********* sales lot.
It appears that the customer did not take the vehicle to a licensed repair facility upon first contact with Car City on 03/18/21 nor had contact with Precision Claims.
As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty and customers also have the option to upgrade to a *************** Contract. All Car City vehicles are inspected by our licensed mechanics before they are placed on our lots.
The customer is welcome to speak with our director of sales or general manager for further discussion and to review any customer documentation.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:05/17/2023
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 in the ********* location April 24 may. Its about a 1.45minute drive back to my current location ******* . The engine light popped on and the car was not driving properly May 1st I put my car in the shop and as of today may 17th my car is still in shop getting new timing chain and may need new engine . I have missed days of work and spent 100s on Ubers . I eventually had to take time off because I cant get my children back and forth to daycare or work. I have been waiting for a loaner car for weeks and nothing. They have not offered any solution for a car or my $700 payment due next week. But Im expected to pay and havent had the car cant go to work behind on bills because car city found a way to turn the engine check light off when I purchased car but of course after driving it and it reverted back to its original problem that car city tried to hide and now they have nothing to say or no solution but to waitBusiness Response
Date: 05/25/2023
May 25, 2023
Thank you for reaching out to Car City with your concerns. We are sorry that the customer is having an unsatisfactory experience.
We have reached out to the customer and have reached a resolution. A customer representative from Orbit Leasing should have or will be in contact with the customer.
If there are any further issues or concerns, the customer is welcome to speak with our director of sales or general manager for further discussion.
Sincerely,
***********************
General Manager
Car City
************Customer Answer
Date: 06/05/2023
Complaint: 20070201
I am rejecting this response because:
Since my car has been back from shop it has gotten worse. My car is starting to shake and putter when trying to accelerate. Its shake going from **** . The auto shop made it clear that the vehicle needs more work but the claims company doesnt cover the additional work it needs. I have 4 small children my youngest is 5 months and I dont feel safe getting on the highway with the condition the car is . And I know me driving it like this is making it worse as it has gotten worse and louder since it got back from the shop . Also the engine light is affecting my gas a new meaaage stating check gas inlet . I highly doubt this car will make it to winter or through winter. I already went 2 weeks without a vehicle after having it in shop which didnt help. And paying 643$ for years on. $18,000 car thats in horrible condition is unacceptable and I would like to know what my options are
Sincerely,
*************************Business Response
Date: 06/15/2023
June 15, 2023
We understand that the customer has had frustrations with their vehicle repairs. Car Citys Warranty Manager is currently working with the customer to find another vehicle repair facility to further assess the customers stated issues. Our Warranty Manager will continue to assist the customer through this process.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:04/04/2023
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.
On July 1, 2022 I bought a car. By mid-September the car was broken. It would die randomly while I was driving. It goes about a mile before dying. I towed the car to a shop and the shop was unable to locate the problem. Sometimes the car would run so I did the best I could and tried to use the car. It continued to break down. I did take it to a shop a second time. The shop still couldn't figure out what was wrong. I spoke with ***** and Orbit Leasing. ***** is the manager of the warranty department. He said to take it to the dealership. They are the experts. If they can't fix it then we can talk about another car. The tow cost me $.385.00. The dealership was unable to fix the car. I did get the car back home. I was able to drive the car to work one day. The car broke down. Back to the local shop we go. This time the engine threw a code. The catalytic Converter is bad. The local shop was overcharging. The worry-free warranty would not cover the charges. I understand that. ***** told me to find a shop that would fix the car for the amount the warranty will cover. Unfortunately, every shop I call says to bring the car in. It doesn't run. I can't afford to tow it in and have them price it too high. The problem has deteriorated to the point where I can't drive it at all. I'm making payments on a car, and I've not driven that car for more than 9 weeks. What happened to worry free warranty? I can't afford another $385.00 tow to the dealership. In light of the circumstances, I think they should just put me in a different car and start over. This is the third time I've bought from Car City, and I've never been treated so poorly. ***** won't even call me back. I'm nice and try to remain professional.Initial Complaint
Date:02/26/2023
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 recently bought a 2015 **** Taurus from car city. The very first day I took it home the serpentine belt was making noise and my wheel was not turning correctly. I called them and let them know and they told me put it in the shop, so I did. Their mechanic said there was nothing wrong and charged me anyways. So I take it to another shop and they tell me my belt needs replaced so I get it done out of my pocket. Well some time later my wheel starts making noise and my heat wont stay on. My car accelerates but not like it used to so I call them tell them I need it looked at again. Their mechanic couldnt fit me in so I went to my own, there is a hole in water pump, coolant leak, and my wheel bearing is bad, my struts are bad, my windshield wiper fluid leaks, my lights need to be replaced Thats over **** in damages not caused by me. They offer courtesy loaners but every single time I ask for one, they tell me 2-3 weeks wait, but yet they are giving the rentals to other customers? The service man was extremely rude and not willing to help me. I cannot af**** to keep putting money into this vehicle and pay it the same time. They are refusing to help me and Ive also asked to please switch me with another vehicle. The car is not safe, and I feel terrified to drive it everyday. The company is doing nothing and I cant af**** to be garnished. This needs to be resolved by the company. Im only 24 and now have to consider bankruptcy because of this company.. how sick!!Business Response
Date: 03/07/2023
March 7, 2023
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 most recent records, the customer is getting a complete diagnosis but from a repair facility that does not participate with Precision Claims, the vehicle ******************************. The terms, phases, and deductible amounts related to each phase is explained and outlined in the vehicle service contract during the time of delivery. The vehicle must be serviced by a repair facility that participates with Precision Claims and the customer is responsible for the deductible determined by the phase of the vehicle; the phases are defined and outlined by mileage and/or time.
Car City does provide a courtesy vehicle if one is available and when the vehicle is diagnosed by a participating repair facility and the information is submitted to Car City.
We are unable to meet the customers desired resolution currently. The customer is welcome to contact **********************. Once ********************** receives the full diagnosis from a participating repair facility, we can proceed from there and likely reevaluate the customer's desired resolution.
Sincerely,
***********************
General Manager
Car City
************
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