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:08/27/2022

  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.

  Purchased vehicle from Plush 7/16. GM assured me vehicle was mechanically sound. GM *** gave warranty clause, we agreed that I was taking vehicle to mechanic for diagnostic. He did not provide me with title on time of delivery, it was sent to me after two requests when I noticed it missing from paperwork.
  There were over $4000 in repairs needed & contacted *** immediately. Returned vehicle, per ***’s request, asking for refund or repair. I paid Unnerstall (the mechanic) close to $400 for diagnostic hours & to replace a broken gasket so we could drive it back to Plush. Vehicle has been in Plush’s possession since 7/22 Text trail supports my claims.
  7/16 (Saturday) Plush assures me vehicle mechanically sound and agrees to $4500 price. I wire $4669, provide *** with receipt, complete paperwork and drive car home. When I get home, I notice title is missing. *** says he will overnight it. 7/18 Confirmed w/*** & bank that the wire will complete 7/18, still no title-*** says he will mail it. 7/20 I contact Plush w/estimate & requested refund or he pay for repairs. *** asked for mechanics statement. I sent it, it was $4145.95. *** said he was sorry this happened, he would get the engine replaced & his records show the work was already done. I said it would cost me $350 already based on the time the mechanics used to diagnose issues and I asked for refund. *** said to bring it in and we would go from there. 7/22 Vehicle returned to Plush (I was out of town for work). 7/23 No word from Plush so I asked status-*** said they were replacing motor, ready Wednesday. I initiated contact on several occasions after no response, *** always had a reason and promised repairs and refused refund. Never discussion of further monies being exchanged. Plush sent bill for nearly $700. I mentioned legal action *** said he didnt give a ****, challenged me to get authories involved and would charge me storage fees and if I sued him he would counter sue for legal fees. I have proof of all.

  Business Response

  Date: 09/08/2022

  This is not true.  GM warranty clause states that I would take the car to the dealership for diagnostic.  The customer took it to a different shop, and once they tear into the engine it is considered a modification.  This is clearly stated in the buyers guide.  When they finally did bring it to us, there were all kinds of terrible repairs done.  I have two other mechanics that will attest to the condition of the vehicle.  There were electrical issues, bare wires were touching bare metal.  We were not under any obligation to do anything at all to the car, since it had been modified.  We did get the car we got it back into working order and I paid for the majority of that repair.  We did not do anything wrong, we did not do anything illegal.  If she wants to come get the car at any time, all she has to do is bring the money that she owes us. 

  Customer Answer

  Date: 09/09/2022

  Complaint: ********
  I reject ***’s response based on the fact that he is not being honest in his reply. His story changes with every interaction. He sold me a vehicle with a bad engine and is trying to bully me in to paying more money than we agreed. Unnerstall has over 30 years history with a reputation as highly reputable mechanic. Error codes showed major mechanical issues and the head gasket was blown which is why we had to pay to have it replaced. *** was aware of this. It is not safe driving with a blown head gasket. Since a head gasket acts as a seal, the moment it blows there will be an immediate loss of pressure in your engine which explains why the vehicle was dragging during the test drive. *** assured me this was not the issue, that it was due to the age of the vehicle and that I could take it to my mechanic for a diagnosis which is what I did. Replacing a blown gasket is not a modification. There is no proof to his claims Unnerstall damaged the vehicle as his words are far from true. Everything I have supports my claims, I purchased a vehicle that was promised to be mechanically sound. *** gave me a warranty clause on a major engine/transmission issue which it had. *** said he would replace the engine, repeatedly told me it was going to be repaired and there was never any discussion about any additional monies being required. I repeatedly asked for a refund and for details on what they were doing with the vehicle-they had it for over a month and not once did they initiate contact me me nor did the follow up on when the vehicle would be ready or what they were doing to repair it. They have been offensive, brash, dishonest, and unprofessional in their dealings which put me in a place where I had no choice but to seek legal options.
  

  Customer Answer

  Date: 09/12/2022

  Attached you will find their response to the ******** ******* which varies from what they responded to BBB. They have no proof to what they claim while I have everything in writing. They knowingly sold me a vehicle that had a bad engine, claiming it had already been repaired and was mechanically sound. 

  
  

  I had the vehicle for a few days as I was out of town, it was driven to mechanic and back. They had the vehicle for nearly a month and the repeatedly failed to communicate with me on progress and never was there a mention of more money being required, everting *** alluded to was that they were covering the repairs. They could simply refund my money, return my daughters belongings and we could part ways but they insist on wrongdoing and refuse to honor their agreement. 

  
  

  The recording *** refers to in his response to the AG was made by a teenager, who had my permission to record (**** ******** trial is a prime example). Three of us where there, two people gave their consent and in that recording, *** promised he would put a new engine in the vehicle…never any mention of any monies being required. From the moment we got home and realized *** left the title out of the paperwork, things became sketchy. I repeatedly gave Plush the benefit of doubt and he routinely gave me the run around.

  
  

  When I pushed back, *** threatened to seek legal counsel against me and said he would charge me storage fees on the vehicle. 

  
  

  Further research showed that Plush has had multiple situations similar to mine with other customers and Plush responded in kind. I had no choice but to file a complaint with the AG, Federal Trade Commission, and BBB. I am out over $5000 thanks to their shenanigans and I am going to persist to the fullest extend of the law to try to recover my losses surrounding this interaction and my hope beyond recovering my losses is that action will be taken again Plush so that other consumers will not be taken advantage of as we and others have been.  

  
  

  Please let me know if more information is needed. 

  
  

  Thank You,

  Business Response

  Date: 09/12/2022

  With all due respect to the Better Business Bureau of which Plush Automotive is a member of the customer is understandably upset and feeling rather frustrated. The customer makes the assertion that we have no proof of our claims. Nothing is more erroneous and false. The customer also makes the assertion that she's been had for $5,000. However she can at anytime come and retrieve her vehicle.

  This customer has left bad reviews under fictitious names on our Facebook, and Google platforms, additionally this person has sought relief from the Missouri Attorney General of which we've responded. This customer presented a bunch of documents and intentionally left out the receipt for approximately 411 dollars. To have a Gasket or something replaced which is at the heart of this issue. I can furnish all documentation that i've spoken of however since Lisa has chosen to contact The attorney general of our fine state then I feel its best to just give a written response and should legal proceedings be necessary we'll submit our documents as part of the discovery process. Further There's no dealership around that will give a customer a title to a vehicle that hasn't yet paid them. When she asserts she didn't receive the title its because she didn't pay us.

  In closing, We fixed the issue that she bought it to us for, She paid her mechanic Unnerstall to do work on the vehicle and Unnerstall was charging quite a bit more than what we charged. The Dealership ate the lionshare of the cost associated with fixing her issue. However she does have a cost associated with that. More importantly in the buyers guide clearly states before you sign ask the dealer can a mechanic inspect the vehicle on or off the lot. Nevertheless, we've not only put a new engine in we also replaced mechanical components unrelated to the engine and haven't increased her bill our Mechanic has to be paid.

  Customer Answer

  Date: 09/18/2022

  Complaint: ********
  
  I reject ***’s response based on the fact he is flat out lying. He sold me a vehicle at Kelly blue book value. I had it inspected on the first business day after delivery and there was over $4000 in mechanical issues with the vehicle. Who would, in any rational mind think this was okay. Diagnosis was from a reputable mechanic with excellent ratings who has been in business nearly 30 years. Plush sold me a lemon, even after paying nearly an additional $700 to them to replace the engine, the vehicle didnt even make it up the street before it overheated. I had to take it to another mechanic who informed me they basically destroyed the vehicle. Fluids were drained, major bolts were missing, wires were ripped and those that were attached had been done so with electric tape-not rewired. The “new” engine was actually a salvage engine, so similar to the original it makes me question if an replacement was actually installed. Ran a carfax which showed the odometer was turned back, this Carfax was different than the report Plush provided when I purchased the vehicle. Plush was dishonest and was trying to say I owe them money when there was never any discussion about addition monies being paid, I once again trusted them and they scammed me hard core. I now have over $6000 in a vehicle that will not run. I had two additional mechanics look at the vehicle after Plush supposedly fixed it. Both said it failed safety and emissions and both confirmed the vehicle had not been repaired. *** refused to refund my money and refused to honor the warranty. Now he is falsely accusing me of making fraudulent reports about his business on social media. Bad reviews are on this business and their practices, not on me. Buyer beware, never in all my years have I ever dealt with such unscrupulous people. The ethical thing to do is for Plush to refund ALL of my money and take this inoperable vehicle back.
  
  
  
  Sincerely,
  
  
  
  **** ******