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:12/20/2022
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 am halfway through a 4 year lease on a truck that has mechanical issues since the 5th day I purchased it.The vehicle has repeatedly had **************** failures resulting in repairs that cost far more that the vehicles value The warranty they offer does not fully cover repairs they pick and choose what they cover and stick you with a bill.I have requested an exchange multiple times.They don't seem to be interested in selling a reliable vehicle they seem to only want money.They actually suggested I try and trade it to another dealership.I either want out of this lease or I want to start fresh with a quality vehicle that can survive the duration of the lease with no penalties.This vehicle has ruined my life financially, I have paid thousands in repairs, rental vehicles ect. It has affected my job I have lost days at work I'm trapped and I feel like I have no way out and 2 years left to pay on a vehicle that is constantly having engine issues and failures.
Business Response
Date: 12/22/2022
December 22, 2022
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, on 01/28/2022 Car City had communication with the customer and the customer provided a list of estimated repairs for the vehicle. The customer was instructed to have the repair facility send the estimate to Precision Claims, the vehicle service contract administrator, so that the covered components can be handled properly before the customer enters the next phase in the *************** Contract determined by the amount of usage on the vehicle or the time elapsed.
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.
At this time, we are unable to fulfill the customers request for an exchange since it does not qualify. The customer is welcome to call and speak again with our director of sales or our warranty manager.
Sincerely,
***********************
General Manager
Car City
************Customer Answer
Date: 01/05/2023
Complaint: 18614741
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:11/25/2022
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.
Hello, my name is ************************* I recently purchased a vehicle with car city on October 5th. I purchased a 2016 equinox. I was so happy and excited about getting a vehicle with car city. But little did I know that my worst nightmare was going to happenIng to me. I trusted car city with the vehicle that I purchased from them. So I got an oil change right away like everyone should when getting a new vehicle. I was sold a bad Vehicle with a bad engine. Tell me why my vehicle that I purchased in two weeks is low on oil when I just recently got an oil change two weeks ago from purchasing the vehicle. I've had to get 5 oil changes since I purchased the vehicle. I was sold a bad vehicle my car was never inspected before I made the purchase. My anxiety my mental health is not okay due to car city not being able to help me in any way. I have cancer and having surgery to remove my tumor in 3 months and honestly I don't think I'll make it through surgery because of all the stress Car city is putting me through. I Don't deserve this no one does. How can anyone sell a bad Vehicle to their customers and say it's in good condition when it's not? I have spoken with the warranty department but they aren't being helpful and have made it difficult for me. I still Don't have my vehicle fixed and haven't gotten any help from the city. The sad thing is that car city already has a bad reputation for selling Bad vehicles to customers. A mechanic that works with car city to fix their vehicles told me he had 9 vehicles from car city that he was fixing and working on from car city. And I was like are you kidding me? How can anyone do this to anyone? I work in health care I love helping people I have a heart for helping people that need care. How is it possible that you guys are doing this to your customers? I will never purchase a vehicle from car city and Don't recommend anyone. They have put me through h***Business Response
Date: 11/30/2022
November 30th, 2022
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, Car City's warranty manager had communication with the customer on 10/31/22 and the customer indicated that the vehicle was in a repair facility for diagnosis. Car City has not received the full diagnosis from the repair facility yet.
We are unable to meet the customers desired resolution of exchanging the vehicle at this time. Once we receive the full diagnosis from the repair facility, we can proceed from there and likely reevaluate the customer's desired resolution.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:07/29/2022
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.
Worst place ever. 2010 dodge caliber paid on it 2 years consistently. Got COVID lost job almost lost my home. The took the car after a month from a repair shop due to ball joints bad. I was never called notified of car being repossessed. Now I am being garnished about ready to loose home and they tell me it's just business. 2 years paid $397 I don't have copy of my lease and they won't give it to me. I already paid way over what the vehicle is worth. Now I live or try to live off $300 a week I can't buy groceries nothtonly try to pay bills. This company is a rip off they also don't send and papers of what you paid what was owed and how much they sold it for. THEY WOULDN'T EVEN ALLOW ME TO GET MY BELONTOUT OF CAR. DO NOT BUY DURING PANDEMIC THEY HAVE NO CONSIDERATFOR YOU. I am a single woman one paycheck living payito paycheck. I didn't even know it was a lease and that when done I would still have to pay $2000 dollars to keep it. If I would have been told that I would have went to a buy here pay here. They at least have some sense of humanity. Start and soon to be homeless do to greeding "JUST BUSINESS" company.Business Response
Date: 08/05/2022
August 5, 2022
Thank you for reaching out to Car City with your concerns. Were sorry the customer is having an unsatisfactory experience.
According to our records, the customer was involved in an accident and the vehicle was taken to a repair facility in June of 2021. During that time, Orbit Leasing worked with the customer and provided an extension for the customers June payment. The last actual payment received from the customer was in June 2021 for their May 2021 payment.
Orbit Leasing attempted to contact the customer throughout July and August with no ************** Leasing received an afterhours voicemail form the customer on August 16, 2021 stating that they cant afford the payments. The voicemail indicated that the vehicle was still at the repair facility because the customer couldnt afford to pay the deductible to retrieve the vehicle.
Orbit Leasing contacted the repair facility and learned that the customer still owed the $500 deductible and that the repair facility had not heard from the customer.
Orbit Leasing made continued attempts to contact the customer, to no avail. Ultimately, the vehicle was repossessed at the end of August 2021.
Orbit Leasing is more than happy to provide the customer a copy of their lease contract and other deal paperwork. We ask the customer to call Orbit Leasing to get those copies.
Sincerely,
***********************
General Manager
Car City
************Initial Complaint
Date:07/27/2022
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.
My fianc and I purchased a vehicle from car city 8 months ago. We received a 90 day dealers warranty. Thankfully I have an extended warranty on the vehicle. Come to find out my transmission was bad and now gone. The vehicle isnt movable. Car city told me I have to wait a month before fixing my vehicle. To make matters even worse they told me they could not provide me with a courtesy vehicle. I have two jobs, three children and no vehicle to drive. I rented a vehicle from enterprise for 2 days. It costed me 250. I cant afford to keep kicking out money for a rental on top of making my car payment every 8th of the month. Please help!!!Business Response
Date: 07/28/2022
July 28, 2022
Thank you for reaching out to Car City with your concerns. Were sorry the customer is having an unsatisfactory experience.
However, we are having difficulty locating this customer in our system. Can the customer please provide the *** and the name on the contract?
It may be that the customer has the incorrect ********************** as it appears the customer is attempting to reach a ********************** dealership located in North/************** based on the address of the customer. We do not have locations outside of ******** and *******.
Sincerely,
***********************
General Manager
Car City
************
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