Complaints
This profile includes complaints for Basil Resale Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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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:03/04/2023
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.
Found a 2018 **** ******** on their website priced for $18,745. Made an appointment and went to dealership, when I got to the dealership I was told that the price was incorrect and they would have to add $20,000 to the price.
Business Response
Date: 03/06/2023
. It was a typo . We explained it to the customer . The inventory manager priced the wrong car based on stock numberInitial Complaint
Date:02/24/2023
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 financing a car with Basil resale sherdian and was never informed that they have access to turn my car off once the vehicle is shut off. I’ve had this vehicle for 3 years and been having to call 2x or more to have them turn my vehicle back on even when I paid my bill, also it’s been times where I have to sit in my vehicle for hours trying to find a ride to get picked up because they lock the car so it cannot be moved any way shape or form & I cannot reach out to anybody because sometimes it’s after the hours of operation…. Also I was informed that if you refer someone to them you get a month free, I referred a friend back when I got my vehicle and they told me she was not in there system and I did not refer anyone, even with the lady proof and her actually showing me where she got the car from the still proceeded to say she’s not a client of there’s, after months of trying they only credited me a certain amount and did not give me a month free like they stated, also I was told I can bring my car in whenever to get it detailed because they wasn’t able to get around to do it when I purchased the vehicle, so when I finally remembered they owed me a detail I called and asked for just that and they told me I only have 90 days which was not advocated to me…. Still to this day my car gets turned off whenever and wherever and they get mad when you complain about it or even hang up on you, I also informed them about my speakers not working. I took it in to get fixed and not to long after that the same exact speakers were not working again and now they’re telling me that if it’s not the same speakers then I have to pay when in all reality they was never properly fixed in the first place nor do I blast my musicBusiness Response
Date: 03/06/2023
Customer was told to bring the car in so service can make sure its functioning properly . Customer has not made any attempt to bring in the vehicleCustomer Answer
Date: 03/06/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
********* *******
When I called weeks again I was informed that someone from the service department will contact me with the available time and dates they have available, I still have yet to receive a callBusiness Response
Date: 03/07/2023
I will have the service dep reach out today to schedule an apptCustomer Answer
Date: 03/07/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
********* *******
Okay thanksCustomer Answer
Date: 03/23/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I’ve gotten my car 3 years ago with a spare key that was put up until I needed it, also I got my speakers fixed last year by them and the same speakers they “fixed” is the same exact ones that was broken months after I’ve informed they about that as well as my BSM light which I told them about last year as well as 2 weeks ago and I was told they will fix it, I brought ny car in last week and they told me they was only able to do my oil change and that the same speakers they “fixed” were the same ones that needed to be fixed again , when I received my vehicle back from them not even 1 hour later my check engine light came on, I scheduled an appointment to get my speakers, BMS light as well as my spare key fixed , when I went in today I asked for them to provide me the info of what they was working on today and they only said my speakers I informed them I spoke to the lady and told her multiple other things, I spoke with someone from service and she told me I would have to pay 140 for a diagnosis to see why the check engine light on and 220 for a new key and I told her this key has never worked and I told someone that a long time ago and she told me they will not cover the payment for ny spare key and also that the engine light has nothing to do with what they did and I asked how do she know that if they can’t do the diagnosis unless I agree to pay, she stayed they have a code and it’s nothing to do with what they did. I was scammed out of a spare key and now have to pay for something that never worked Desired Settlement: Fix the problem and replace the key that never worked
Regards,
********* *******Business Response
Date: 03/27/2023
To whom it may concer, The customer purchased the vehicle in question a 2014 ***** * in November of 2020 with the financing that we provide and part of the contract states that the vehicle will only come with one key, so the spare key that they are speaking of is only to unlock the doors. The customer came in almost 2 years later on 3/12/2022 with the front speakers not operating. The speakers were replaced through the extended warranty that the customer has. After that point the customer did not return until 3/9/2023 for an oil change and the front speakers not operating, we diagnosed the vehicle and replaced the speakers under a parts warranty that comes with the repairs made at the location. The check engine light that was on the vehicle at this time was for a p0420 code which we pulled at no charge and is pertaining to a catalytic convertor which has nothing to do with an oil change.Customer Answer
Date: 03/28/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
********* *******
The vehicle came with 2 sets of keys, how would i know the '' spare'' key did not work until i had to use it and it doesn't work at all, they stated to you guys that the key was to only unlock doors which it doesn't at all, and i came in for the speakers again because they did not properly fix it, ad when i brought my car in to get the oil change as well as speakers there were NO lights on besides my BSM which I've asked the numerous of times to fix and they never document it even when i spoke with a lady over the phone i told her what needs to be done and when i went up there the were only 2 things listed which was speaker and oil change. i took the lady on the phone and a service guy i need oil change, speakers, spare key and BMS light looked at, notice i didn't state check engine light BECAUSE THAT WAS NOT ON IN MY CAR PRIOR TO BRINING IT TO GET ''FIXED''... IVE BEEN COMPLAINING ABOUT SEPERATE HINGS SINCE I GOT THE VEHCICLE AND IM NOW THEY WANT TO BE CALLING TO MAKE APPOINTMENTS SINCE I REACHED OUT TO YOU GUYSInitial Complaint
Date:08/05/2022
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 traded in my car on 5/13/22 and the car i received, a ****** **********, has had nonstop problems and I believe wiring problems as well. When i bought the car the AC didn’t work and when i went back to have it fixed, I left with more problems. The highlander was $17,076. I called the sales manager and he said they would trade in the car when i got the title. i went Monday, August 1st of 2022, and tried to trade it in and they won’t take it back. So I am contacting you guys to help me have them take this one back.Business Response
Date: 08/08/2022
Customer came back on 6/10 /22 with an a/c issue that we fixed with no charge to the customer . Has not been back since . Our finance department tried to get the customer approved on a van . We could not obtain the financing due to the customers current credit situationCustomer Answer
Date: 08/09/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My car had a problem with the brakes on 6/4/22 and overheated on 6/8/22. Which they have knowledge of because i called and complained BOTH times. The Basil dealership is 2 hours away from where i live so I could not make it to their dealership when these problems happened. I have been having problems with my head and break lights. I have told them the car is a lemon and was promised by Patrick, the sales manager, that as soon as I got the title, i could bring it back for a different car. I had less credit back when i applied for the highlander and got approved for it than i do now so it is absolutely ridiculous that i didn’t get approved. They know they sold me a lemon and don’t want it back because they won’t be able to sell it again. When they know they should take it back. I am not asking for a brand new 2022 car. i just want a reliable, problem free car which they should have provided in the first place! And if they can’t provide that i WILL be contacting a lawyer!!
Business Response
Date: 08/31/2022
Our service department has no problem addressing the problems the customer has . Our service department phone number is ************ . Service manager name is Sal C
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