Complaints

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:12/07/2022

  Type:Order 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.

  Purchased this 2017 Ford Explorer December 8th, 2021 from **** ***** **** in Brownsburg, IN. We have had regular oil changes on the vehicle, and in June of 2022 our check engine light came on. It is now December of 2022 and we are being told the motor needs replaced. We purchased the extended warranty from the dealership which is from Dealers Resource Center, and after their complete review they are denying the replacement of my engine. What is the point of purchasing an extended warranty if they are only willing to do small petty repairs? I am paying $575 a month for a car that I can not even drive, and the worst part is I have an extended warranty company that will not honor its word. When the vehicle was purchased and the extended warranty was introduced to us, we were told that any mechanical or electrical failure to the car would be replaced. I am not happy with the dealership that this vehicle was purchased from because my car sat there for over 2 months with them not even touching it. I had it taken to another dealership in ******* **** ******** ***** **** ***, and they have been nothing but great in helping me figure out what the problem was. Although I have spent over $1000 in repairs leading up to being told we need a new engine, and now I have an extended warranty company who will not do their part and replace the engine in the car we have only owned for ONE YEAR! The worst part is I was only given 30 days for a rental car through my insurance company, and the warranty company only offered to give me a car for 4-5 days. I now have no car due to a blown motor, and still paying the loan.

  

  Business Response

  Date: 01/16/2023

  Hello, 

   

  (7/8/2022) There was a claim called in on this vehicle with a reported loss date of 7/7/2022. 

  - The dealership reported that there is an issue with the engine. 

    - The engine was still under the Ford's Factory Certified Pre-Owned Warranty. 

    - Ford had requested teardown to find cause of failure and extent of damage. It was reported to Dealers Resource Center that the customer did not want to wait for Ford processes/procedure and took the vehicle and continued to drive it. 

  - It was also reported to Dealers Resource Center by the shop that if the engine had been torn down at that time. The engine replacement would have been covered. 

   

  (11/23/2022) Claim is called into Dealers Resource Center for an engine from a different shop then on 7/8/2022. 

    - 3rd party inspection was required.  

  (11/30/2022) After reviewing inspection report and previous claim notes Dealers Resource Center claim adjuster reached out to the shop from 7/8/2022 to find out what happened with Ford covering the engine under their Factory Certified Pre-Owned Warranty. 

  - It is reported to Dealers Resource Center by the shop from 7/8/2022 the following "Spoke to service writer and back in July 2022 they had started a claim for the engine under CPO warranty. Ford was requested teardown and customer took car before anything could be completed. Service Writer stated Ford would have approved if customer would have left car there. CST didn't want to wait."

   

  Please refer to attached customer contract as documented on page 6 of the CST contract under “Section 3 What is Not Covered” in conjunction with “Subsection 5F.”

   

  Dealers Resource Center

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The vehicle was taken immediately to another dealership who was able to do the repairs immediately and not set for 3 months and not be touched! I am paying 575$ a month for this vehicle and I CAN NOT WAIT. For this Warranty company to DENY my repairs because I took it to another dealership who could do the repairs in a timely manner, is UN CALLED FOR! 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:12/01/2022

  Type:Order 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 dealings with Dealers Resource Center has been terrible. My contract number is *********** for 2013 Subaru Impreza wrx serial # *****************. I worked with *** ****** claims manager on this latest claim for blown engine and received no help. this was in September 2022

  

  Business Response

  Date: 12/16/2022

  12/15/2022

  Mr. ******* ****** 

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

  Agreement # *********** 

  Claim #**********

  BBB ID – ******** 

  Hello,

  This is in response to BBB complaint filed by ******* ****** **********. Please see details of claim called into Dealers Resource Center.

  Claim was started on 9/12/22

  -Vehicle was set for inspection on 9/12/22

  -DRC requested lube, oil and filter records from the Service Writer on 9/12/22

  -Vehicle was inspected on 9/13/22

  Inspection noted

  -the engine is seized.

  -Rust present inside the engine (Camshafts are rusted).

  -Camshafts do not spin when tested due to the rust.

  - Three handwritten lube, oil and filter records were received on 10/7/22 and cannot be verified.

  Claim has multiple reasons for denial

  - Section 3 - Subsection 5E - If caused by lack of maintenance or if maintenance records have been requested by us but cannot be produced or verified.

  -Section 3 - Subsection 5A - Any mechanical breakdown or damage caused by Rust, Corrosion, Oxidation.

  Best Regards,

  Dealers Resource Center

• Initial Complaint

  Date:11/28/2022

  Type:Order 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 2016 Chevy Tahoe started having issues so i had it looked over at the dealership on 11/3/22 where they determined it was the transmission. My car was still under warranty so DRC agreed to cover the transmission after their inspection. The replacement transmission was installed on 11/16/22 and determined to be bad. They once again verified it was installed correctly and agreed to send another one. It is currently 11/28/22, no new transmission has been delivered. I have been without my car for a month and have no choice but to use a rental. They have agreed to cover a measly $30 per day for my $160 per day rental cost despite the reason for the delay being their fault. I have racked up enough rental car charges to cover a new transmission at this point. The supplier clearly doesn’t inspect their parts and the warranty company doesn’t compensate for their mistakes. I have contacted them and spoken to multiple representatives who have all given me the same “my hands are tied” response. Their $30 per day for 20 days doesn’t even cover the days they have left me without a vehicle.

  

  Business Response

  Date: 01/16/2023

  Hello, 

   

  (11/17/2022) - Dealers Resource Center offered to provide customer with max coverage allowed by the contract of $30 per day up to 10 days. 

   

  (11/17/2022) - The parts source that sent the unit also offered to pay up to 10 days and match what Dealers Resource Center offered the customer. 

   

  (11/29/2022) - Dealers Resource Center received 2 invoices totaling in 7 days of rental equaling $210 in reimbursement. 

   

  The customer was offered a total of 20 days of rental at $30 per day totaling $600 in rental reimbursement. 

   

  If the customer has the additional invoices/receipts, they will need to send them to [email protected] and a check will be cut for max of 20 days rental. 

   

  Dealers Resource Center 

   

  
  
  

• Initial Complaint

  Date:11/02/2022

  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 a 2017 Kia Sedona in May of 2022. Upon delivery of the vehicle, the check engine light came on. The dealership detected a timing issue and replaced the timing chain and O2 sensor. They also replaced the water pump and coolant reservoir since they had to remove them for the timing chain repair. October 14, 2022 the van's check engine light came on, and I immediately pulled into the closest parking lot, approximately 1/2 mile away. The vehicle did not go into "safe" mode, nor was there any sign of overheating. *** **** diagnosed a head gasket issue and I was told this was covered under my warranty. However, the inspector came out and stated because I have a new timing chain and water pump it is "evidence of a previous overheating issue and that the vehicle was driven in a overheated state" which isn't covered. My van is now at a different mechanic, who has stated this is not a result of overheating, but IS the result of the bolts holding the head gasket being stripped, which is a known issue with some models of Kia. The staff at DRC came right out and said they see the repairs done by the dealership prior to my possession of the vehicle as a sign that I am trying to scam them out of a head gasket. Supervisor never returned my calls, and now I am looking at very expensive repairs.

  

  Business Response

  Date: 01/16/2023

  Hello, 

   

  (10/18/2022) Claim was called into Dealers Resource Center with reported failure to the engine.

    - Dealers Resource Center requires 3rd party inspection. 

  (10/24/2022) 3rd party inspection report is received. 

    - 3rd party Inspectors findings "Vehicle does misfire it does blow smoke at the tailpipe it does have a new coolant reservoir on it. OK so somewhere along the line she had a coolant leak Or a coolant reservoir failure, And then she ran hot she got the coolant reservoir fixed and the coolant leak fixed somewhere else then brought here for the misfire.
  Current codes in the system are: P0300 random misfire = pending.P0303 cylinder 3 misfire = present. p0305 cylinder 5 misfire = history. It appears as though the codes were cleared just prior to coming to this facility based on the monitors and the freeze frame data captured. There is white smoke and a strong odor of engine coolant from the tailpipe and when the vehicle is started the cooling system immediately pressurizes." 

    - 3rd party Inspectors Cause of Failure "Findings are consistent with prior overheating concern resulting in undetermined internal engine damage due to continued operation."

  (10/26/2022) Denial was given to the service writer for the following reasons per the customer's policy. 

    - As documented on page 6 of the CST contract under “Section 3 What is Not Covered” in conjunction with “Subsection 5I and 5H”

  (11/08/2022) Dealers Resource Center received a call from ****** **** ******* and the service writer stated that the head boots were stripped out.

    - Dealers Resource Center explained the previous denial to ****** **** ******* as the vehicle had overheated and continued to be operated. 

   

  Please note:

  - It is most likely that the overheating of the engine also caused the head to warp and strip the head bolts. 

   

  Dealers Resource Center 

   

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  

  As stated to the DRC rep, any supposed repairs made to the vehicle were made by the dealer prior to my purchase.  This was stated MANY times.  At no time did the vehicle overheat prior to its failure in the parking lot at *** ****.

  
  

  ******'s examination showed the bolts were stripped with no evidence of overheating.  DRC continues to call me a liar based on an empty coolant reservoir which had a full week to leak out prior to their third party inspector actually showing up to examine it.  At no point did anyone from DRC actually open up the motor to look inside.  They just based their determination on a visual inspection and supposition.  Once the engine was taken apart and examined, DRC refused to change their "opinion" when the actual facts were presented.

  
  

  If I could sue this business I would.  Unfortunately the only thing I could do was cancel the extended warranty.  Lesson learned: listen to ***** ****** and NEVER buy an extended warranty.

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ***