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:11/01/2024

  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.

  The 4400 was done by Rizen auto then I got my jeep back for 1 day and had to have it towed back to them because it wouldn’t start they replaced the starter and no it wouldn’t start something is drawing the battery Rizen auto claims the were behind and didn’t know when they could do it so I sent it to my Macanic but it had no wording issues before they did the 4400 in work 

  

  Business Response

  Date: 11/23/2024

  We have been working with this customer for quite some time.  He has driven it over 20k miles and has done little to no maintenance on the vehicle.  His main mechanic Mike Matthews told us that he has done little to no maintenance on the vehicle.  He was driving it without a valid inspection sticker at the 1 year anniversary of purchasing the vehicle because he couldn't get it to pass inspection and he had to put too much money into it, that he didn't have.  He ruined the motor/timing chain because he never changed the oil in the vehicle.  he brought it back to us and we agreed to do work at cost and put some costs on the back of his loan to help him get the vehicle fixed and through inspection again.  We have gone above and beyond to help him with getting his vehicle going.  There was an electrical issue that was causing an intermittent no start that was not related to the work we did.  He insisted that the vehicle be taken back to his mechanic for the repair of this.  He didn't want to wait for us to do this repair.  The vehicle was moved per his request to that mechanic.  We don't have the vehicle in our possession and haven't had it in our possession in over a month.  If there is an issue with his repairs not being done now, he needs to take that up with his mechanic and not us.  I am not sure how I am now getting blamed for delays from another mechanic which he asked us to take his vehicle to.  

  As it is, we did this deal as a buy here pay here for the customer because he didn't have credit that would allow him to get any other financing.  So, we didn't receive all the money for this we are getting monthly payments from the customer.  We took a chance with him from the very beginning and have been working with him ever since so I am not sure how he can claim that we have never helped him or done anything to help him.  

• Initial Complaint

  Date:07/28/2024

  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 my 2016 **** ******** from Risen Auto on March 13, 2024. Since then, I have experienced numerous problems with the vehicle. Just two days after my purchase, I brought the vehicle back to Risen Auto to report the issues. They instructed me to return on March 25, 2024, for a diagnostic test. On that day, I returned, and they performed the diagnostic test, confirming the issues I had previously reported. Sue, the service manager, informed me that she needed to speak with Mike and would get back to me. However, I called for weeks about these issues and finally spoke to Sue. She instructed me to take my vehicle to ************ ************ for another diagnostic test. I brought it there, and they confirmed one of the suspected issues. The technician from ************ ************ contacted Sue to inform her of the findings. Despite this, I have not heard back from either Sue or Mike regarding these issues.
  
  In the meantime, I took my vehicle to two different automotive shops, both of which provided extensive lists of problems. I informed Risen Auto that ***** ***** **** had also inspected the vehicle and identified significant repairs needed to make it safe to drive. After some time, I finally managed to reach Risen Auto and spoke with Sue. She asked me to send her an email with the extensive list of issues, which I promptly did. Despite being aware of these issues, Risen Auto has failed to address them. This vehicle should never have passed inspection in its current condition.

  

  Business Response

  Date: 08/21/2024

  The customer has called repeatedly and has complained about so many different things it is hard to keep what it is straight.  So in order to properly reply to the complaint, I will try to break down what she is complaining about:The biggest issue appears a possible issue with the transmission. The customer received a diagnosis from ************ ************ who is a very reputable repair shop and certainly an expert that we respect and work with.  In her complaint, she has a diagnosis from them that the vehicle needs to be reprogrammed and if that doesn't work the transmission will need to be rebuilt.  I am not sure at this point if the transmission has been reprogrammed or not and if it was, if everything is good.  If has been reprogrammed and it is still having issues and needs to be rebuilt, the customer has a 24 month/24,000 mile extended warranty.  We can help her to get this fixed if she wants to set up a time to get this fixed.  The scan from ***** only showed a check engine light on for a Tire Pressure sensor and a Oxygen sensor.  Assuming this is accurate, it is likely that the transmission issue is good because it didn't generate a check engine light.  We don't so anything with tire pressure lights but we can do something at cost for her if she wants that fixed.  It is more than likely a sensor that is less than $50 to fix.  The oxygen sensor is typically covered under an extended warranty and something we may be able to get covered for her if she wants to bring it in.The list of costs on the two separate sheets that she claims are Steet are hand written and certainly not something Steet would write out.  I am guessing this is something she put together?  Regardless, let me address some of these as the costs and issues seem quite outlandish:1) Passenger tail light is on there for $576.  Is it broken? where is it broken?  why are they recommending replacement?  Even so, this part can be gotten on eBay for $84 including shipping.2) Trunk hatch - $89.96.  Is this a latch?  Why are they saying it should be replaced?  3) Quote is saying 4 front tires, which doesn't make sense.  I am assuming they are recommending she replace 4 tires and not 2 front tires?  They indicate on the sheet a thickness that passes inspection and that is after the 4k miles she drove at that point after she picked up the vehicle.  Even so, new tires for this size are $76 each my cost, not $199 each as quoted here.4) Oxygen sensor on here was noted above and is more than likely covered under her warranty5) there are multiple parts listed that show corroded.  We live in upstate NY and if we had to replace parts on vehicles that looked corroded we would be out of business.  Just because a part is corroded doesn't mean it is not functioning properly.  6) She notes a wheel bearing.  This is also something that would be covered under her extended warrantyIf the customer wants to be realistic about what can and should be fixed, it sounds like we can help her with several of her concerns with one claim to her warranty company.  It has a $100 deductible for each submission but we can submit several concerns under one submission.  Again, the customer has to be realistic though that no one, not us, not a warranty company will replace parts because they show corrosion.  If it is broken or not functioning then that is a different story.  I am happy to work with her to work on the realistic items that should be addressed, namely transmission if it hasn't already been addressed, wheel bearing, oxygen sensor and air conditioning.

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising 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.

  May of 2023 I cam to Risen Auto and purchased a 2008 Black ****** ** Luxury, upon buying the vehicle I was told they had just realized the engine was blown and was going to install a new engine, it took about a month for them to complete the repairs. Upon picking it up from them and finally getting to drive it, the CEL came on on my way home, numerous codes but the one that stuck out was a p0420 code, which is for an inefficient converter, now rewind a bit to when they were making the repairs they told me it was throwing a catalytic converter code and that's why it wasn't ready, so obviously I'm concerned a new converter is very expensive repair. I brought it to them and they told me I was good to go, took about 3 days said there was no issue with the converter, got a CEL again, p0420, brought it to them again only to have them tell me the MAF sensor was dirty and I was good to go, now in this time the 30 days were up, I would now have to pay for repairs. I pick the vehicle up again and in a day CEL p0420. Since then I have replaced the exhaust manifold, both oxygen sensors, the radiator, the thermostat and the thermostat housing, starter and flywheel and there was one other item which escapes me but was $1000 to repair (This was all in the second month I had it.) I had told my mechanics that it couldn't be the converter because I was told it was replaced, well seeing as though I replaced everything around the converter and was still getting the same CEL it was time to check the cat, so my mechanic checked it only to find out thar it was never replaced or replaced with a bad converter, I was assured by them that the converter was operational, it was not. Now I have to foot a 4600 bill over something that should have been taken care of before the vehicle was in my possession. Not only was i given a lemon, they had to of skirted NYS emission laws because they had it inspected, the cat has been dead since i purchased it.

  

  Business Response

  Date: 08/07/2024

  I apologize for the delay in response as I had been out of the country till yesterday.  I have attached the inspection sheet from the day before the customer purchased the vehicle and the Catalyst system monitor was complete.  The only monitor it is showing incomplete is EVAP but that would have nothing to do with the catalytic converter.  It would be impossible for us to get the catalyst system monitor to set if the catalytic converter was bad.  It would have never set.  

  I have also included the bill of sale from this transaction which shows June 13th, 2023.  We would have given them 30 days/1,000 miles of warranty on the vehicle, even though the vehicle was purchased with 117k miles which NYS law doesn't require any warranty.  We provide customers with at least 30 days, regardless.  We would also provide an extended warranty on any motors or transmissions that would be new that we install in a vehicle.  So the dates and amounts the customer is claiming that had to spend on the vehicle and the timing of those expenditures don't seem to add up.  Can they provide some proof of payments on what they had to fix?  Do they have and of the diagnoses from the repair shops showing that they had indicated the converter was bad?  

  This is the first I have heard about this complaint from the customer and it has been over a year since they purchased the vehicle.  Why haven't they reached out to me directly?  The cost of a new converter for this vehicle is no where near $4600 to fix, so this doesn't make sense either.  I would be happy to do something at cost or work with them in some way to help rectify the situation. It just seems that much of the information the customer has provided is not accurate at this point.  I can't really reply to situations that I don't have information about on my end. I provided you with the information that I have which shows that when it left our lot, there was not an issue with the Catalyst system in anyway. 

   

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  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.

  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. 
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/01/2024

  Understandable that the customer is upset.  We are upset with the dealer we bought the vehicle from as well as they haven't provided us with the required documents, namely the title, in the agreed upon timeframe.  We have filed an arbitration claim with the auction as well to try and get this rectified.  We have reached out to the customer as well and informed him that we apologize for this and have agreed to put him in a different vehicle or provide him with a full refund.  We have never given any indications that we wouldn't support him through this and have no intention of not standing behind our word in this situation.   I believe the customer is coming in today to look at other options as we have no control as to when this other vehicle will be resolved. If they chose to get a refund we can provide that as well. 

• Initial Complaint

  Date:02/16/2024

  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.

  The same day I got the car off the lot , my car was misfiring, also was absolutely no heat in the car , brought it back the same day and there was a code for cylinder 4. Took them over a month to get that fixed . There was ZERO coolant fluid in my car, I called them and told them my car keeps over heating and it’s COLD in there and I need to make it to work and I have kids who goes in this car. They said nothing they could do for me. So I called my dad my dad then called them they then sent someone to my house to put coolant fluid in there. I then took it back to them because coolant fluid kept POURING out of my car. They looked at it and fixed the pipes for that. Got it back the same day and 20 minutes later I’m in a store and come out and my car is sitting in a pile of coolant fluid . Took it back again and the reservoir had a nice gash in the bottom of it. They fixed that a few days later so I was spending unnecessary money on coolant fluid for a few days because they just didn’t care. Now I told them for months that there was extreme grinding under the hood and my car shakes like crazy . Sue at risen auto didn’t seem to care to much about that. Took my dad and step mom to get on the phone with her for her to have a care about that. After they fixed my misfire a few days later my check engine light came on again and it’s for a camshaft position sensor. One of my headlights blew and they didn’t wanna fix that . I bought the light for it and they wanted to charge me for that to be fixed.. (my 30 day lemon law was not up for this) they had to fix my motor mount and because sue had said that’s why my car shakes and grinds . But same day I pulled off the lot after they fixed that it’s still doing the same exact thing and now my seatbelt lights keep going off even when we are buckled .. seems like they wait until your 30 day warranty is up to try to fix anything so you have to pay them. And seems like after they fix one thing something else seems to become wrong with the car..

• Initial Complaint

  Date:02/13/2024

  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 bought a 2011 **** ******** from them in October, they haven't fixed any of my vehicles issues and keeps coming up with excuses why it's not done. They have had my vehicles for a weeks period and still done nothing to it. They have said they worked on it but it still has the same problems from day one. They ask my husband ***** ****** to drop our vehicle off on 2/12/2024 so they can fix it and here it is 2/13/20424 the day they said we could pick it up because it will be done and now they can't in it in until maybe the end of the week. We both work and need this vehicle to get to and from work with them doing nothing at all is making us loose money. We have 2 other people that have gotten vehicles from there that are having the same issue. They have had my cousins truck since before Christmas and it's still isn't done. This business is taking advantage of us all and isn't willing to fix the problem. We have been giving them the benefit of doubt for to long and now something has to be done about it.

  

  Business Response

  Date: 03/05/2024

  Customer came in with repairs that needed to be made we completed those repairs with the exception of an exhaust problem that she had that we offered to have done at our cost.  The cost of the repair was $200 and she refused.  We informed them that they had driven way past the normal miles for any warranty that we would offer, as well as she has had the car for many months at this point. Even if she was within her warranty period, exhaust components are not a covered fix.  She didn't want to hear any of it.  She wanted it fixed for -0- dollars and refused to participate in any way in the fix of her vehicle.  We have gone above and beyond to try and help her but unless she is getting everything for free she throws a fit.  She has put thousands of miles on her vehicle over many months and she needs to take ownership of her own vehicle at this point. 

• Initial Complaint

  Date:12/17/2023

  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.

  Bought a 2010 **** ******* from Risen Auto 10/26/2023, and have had several issues with the vehicle since. I have been in contact with them multiple times, they had my vehicle for two weeks to " fix everything" got my **** back and still had no heat, no heated seats, no four way flashers, the down hill descent button and the traction control buttons still did not work. now my evap canister is hanging and has been zip tied to the vehicle by the dealership. I am uncertain how the vehicle even passed inspection. everytime I call them they are to busy to talk to me and say they will call me back and they never do.