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:09/26/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 my car in June of 2022 and I had made payments even had a warrany. They were rude after awhile but I started to go to another mechanic for my maintenance work on my car. Well in the process. I just found out one of my sensors was completely damage. I had a warranty on my vechile which I have had since fianancing this vehicle through UDRIVE. Not only I was not informed that the dealership in Reading PA WAS OFFICALLY CLOSED. But as of 9/26/23 my warranty that I have paid on was not valid no more. I tried reaching out to UDRIVE IN READING NO ANSWER. SO I CALLED THE FINANCIAL PLACE WERE I MAKE THE PAYMENTS THEY ARE RUDE BUT THYE WILL NOT GIVE US THE ANSWERS AS PAYING CUSTOMERS. CUSTOMERS ARE NOT BEING INFORMED THAT THIS OCCURRED UNTIL THE LAST MINUTE AND NOW UNLESS WE CALL THE WARRANTY PLACE OURSELVES WE WOULD NOT EVEN EVEN KNOW ABOUT THE WARRANTY NO LONGER BEING VALID. THIS IS NOT OKAY NOW WHAT AS PAYING ON THE WARRANTY WHAT DO WE DO. DO WE GET OUR MONEY BACK FOR PUTTING THIS MONEY ON OR ARE WE OUT OF MONEY. WHY ISN'T CUSTOMERS BEING INFORMED ABOUT THE DEALERSHIP OR THE FACT WE HAVE NO WARRANTIES ON OUR CARS NO LONGER. UDRIVE I AM STARTING TO THINK IS ABOUT MONEY ONLY AND NOT EXACTLY CARING ABOUT THE SAFETY OF THEIR CUSTOMERS AND DRIVING YES IT IS IS USED BUT MY SENSOR WAS DAMAGED HE COULD HAVE CAUSED MORE DAMAGE TO A VECHILE I AM PAYING A LOT OF MONEY ON TO FIX AND NOW I AM OUT OF ALMOST 900 DOLLARS BECAUSE THE WARRANTY THAT WOULD HAVE COVERED THIS PART IS NO LONGER VALID AND NOT BEING INFORMED IS NOT OKAY

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 a car at u drive in Reading Pa. I have been calling them because i have not gotten my owners card or payment to pay for owners card. I bought the car in September 2021 with a down payment of 500.00. Every month I pay them 414.65 since October of 2021 every month wich totals in the amount of 13,268.80. I cannot drive my vehicle until i get owners card and i have contacted them several times about this problem and nobody has gotten back to me. Besides getting nasty to me and getting mad. I want them to correct this and find out where my owners card is for the vehicle. They gave me a title number that does not match the DMV. I cannot do anything without them yelling me what i need to know. I cannot get it inspected without my owners card and its sitting in my garage without inspection that im paying on monthly and cannot use it. The vehicle is a 2014 Jeep Patriot. I do not know where else to turn to. Ty so much..i need help

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a vehicle on 6/25/23 A week later left my daughter stranded on the highway, car was tow 3 days later by dealer taking back to the shop and worked on. Days later we are stranded again due to same issue cloud of smoke coming from engine and car shuts off. Car was tow again to the shop, car was given back and 2 days later it wouldn’t start according to the mechanic that came out we didn’t fully unlocked car which cause the engine not start. Soon after that car it’s having the same issue can’t rely on the vehicle can’t turn the AC on it starts to smoke and eventually shuts off we dropped the car off yesterday 7/26/23 needles to say they did not document any of the time the car was tow back to the shop or was worked on. They see no wrong doing and offer absolutely no option

• Initial Complaint

  Date:06/05/2023

  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.

  I bought a car from this dealership 2 months ago, the car was having problems as soon as I pulled out the lot and I called for it to be fixed. Have called multiple times since for many different problems involving this car that are unrelated to anything I had going on as in accidents and other things. Had to pay outta pocket to get the car moving then it only worked for a week before the turbo started acting up again. When I had received the car it had no inspection sticker and can’t receive an inspection because of the problems that it is having. So I was sold a car illegally that can’t pass inspection and been paying 500 a month on top of car insurance just to keep it moving. Car currently has fake inspection stickers on it still has a problem with the turbo and the catalytic converter is clogged after 2 months they said I have to pay 4000 outta pocket to fix to get my inspection which is ridiculous and I really just want my contract cancelled and money refunded because of this. I was involved in an accident because of the car not being drivable but I still needed to work to pay the bills. And got stuck in the middle of the road and a car hit my side door. The problem is the turbo and catalytic converter that is causing my car to have vary bad performance and even shutting the car down at times like with the accident I was just involved in. I’m requesting a full refund or repair of the problems listed, if not I would like a replacement vehicle of the same value.

  Business Response

  Date: 07/07/2023

  ******************* has had parts sitting in the dealership for weeks. there is a warranty on his vehicle that he has not taken full advantage of. ******************* has also gotten into MULTIPLE accidents and has not fixed the vehicle which is the reason he cant get it inspected. as he stated he is driving on fake inspection stickers due to his lack of initiative to either call his insurance company (if he indeed does have full coverage ins which is required by his lender) or to bother making a warranty claim. udrive of reading is not liable for how an owner treats and cares for their vehicle after sale. if ******************* would like to use the proper process we will be happy to fix any issues covered by his warranty unless they are a direct result of the damages he's caused by the various accidents.

  Sincerely, ***************************

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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’ve purchased a ****** ****** with my ex from udrive about a year ago. To sum up the story, I’ve been making monthly payments on my car note. I got into some financial issues but still was keeping up with payments as best as possible, I missed 1 payment due and then I get hit with I owe and outstanding balance for car insurance that wasn’t on any of my receipts that I was getting from the customer service also whom I spoke with every other Thursday. ***** or ****** who I explained the situation too was a A** . I just feel like something like that should’ve been brought to my attention before it reached and outstanding balance. If you could text call for a miss payment you could’ve let me know about the outstanding insurance payment before it got so high.

  Business Response

  Date: 07/07/2023

  i have attempted to reach out to ***************************** multiple times to no avail. udrive of reading is a car dealership and not his lender. after the sale and any initial downpayment or other payments due to the dealership all other payments, billing etc comes from the the lender not from udrive of reading. it appears from the information in his complaint that ***************************** let his insurance lapse and under the terms of his contract the lender enforced insurance and added it to his bill. it appears that he did speak to someone at the bank but did not explain the conversation or the outcome of the conversation. to reiterate udrive of reading does not administer his loan, collect payment, or charge fees on his loan.

  Sincerely, ***************************

• Initial Complaint

  Date:04/04/2023

  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.

  I traded a 2013 ******* ****** for a 2014 ****** ***. I paid 18,000 in a check and they gave me 7,000 for my sonata, on march 8th. I then drove 2014 ****** *** for 10 days when the engine blew a rod on march 18th 2023 I attempted to get a tow through the dealership and they could not provide me with one. So I had to provide one myself. I then gave them 2 weeks and they didn’t not update me call me or inform me on any changes made to my car. On the 25th of march I got a call stating they were ordering the remainder of the parts and that they still do not have a time frame. They also stated they did not have an alternative vehicle for me to take over as well. So I gave them a little more time and tried again on Monday April 3rd I got the same attitude and told they would call me later in the day with a loaner. I got no phone call and followed up the next day on April 4th. They then stated that they have no vehicle for me and I needed to rent my own and they would then pay the fee for the rental once I got the bill and paid it myself. Again shady. So I’m here to try and get help! Thank you

  Business Response

  Date: 04/24/2023

  A short time after purchasing the vehicle the customer blew a rod in this vehicle. The type of vehicle that was purchased is a performance type vehicle. To blow a rod in this vehicle is not something that typically would happen. Therefore it was brought up the possibility of human error. Nevertheless we wanted to fix the car the proper way and in the best interest of the customer. After a few weeks of searching for an engine it was determined the best way to fix the vehicle for the long term was not to put a used engine in it but rebuild the existing engine. This would provide a long term resolution and negate the possibility of the used engine not lasting. Additionally we paid the customer's car payment at their financial institution as a gesture of good will. Unfortunately the process with obtaining ****** parts and having the heads sent out has taken a little longer then anticipated. However we have continued to update the customer and are confident the job will be finished shortly.

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

  General Manager 

  Udrive of Reading

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was promised my vehicle on April 18th. I got nothing until the exact day of the 18th and was told they have no update on my vehicle and that they don’t have a new time line. Not only that but their amazing disrespect and disregard for my time and patience has been insane. I don’t accept this and I do not wish that the BBB accept this. I have screen shots to prove my case as well as getting a lawyer. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:11/14/2022

  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 the car in the end of June/beginning of July of 2022. Before the 30 days was up, I took the vehicle back because I was experiencing some issues with the car. There was a loud noise when I reversed the car and I felt there was something that felt weird with my brakes. When I took the car back, I was told there was nothing wrong with the brakes, but the sway bar links were making the car make the loud noise when I would reverse the car. Until this very day, it still makes a slight noise when I reverse. I was driving my car a few weeks later I complained again about the brakes and was told again there was nothing wrong with the brakes. 8/1 - I took the car back to them and there was part put in the car called a suspension stabilizer. I was still having issues with my brakes on the vehicle. They make a noise, and they don't feel the way should when I stop my vehicle. My vehicle also stalls. 9/1- I returned to Udrive because I could not stop the car. The brakes completely stiffened, and I had to use the emergency brake to stop my car as I was going down the hill. I picked up the vehicle the next day there was a brake booster put in as well as brake fluid. 9/7 check engine back I took the vehicle back w/another code pertaining to basically the same issue I took it there a week prior for and this time a Mass airflow sensor was put in the vehicle. Paperwork says declined service not sure what that means. 10/4 returned back -Intake manifold gasket was put in the vehicle. Took the vehicle back 2 weeks later and it was the brake booster again which they didn't charge for this time. I pay every two weeks on time. I have a vehicle that is not a quality vehicle. I'm constantly needing repairs. About ready to return it. If I pay for something I expect to not be back with the same issue. I left a voicemail last week no call back and explained in detail the code which is a related issue to last time no call back and my car was trying to stop on the road I am fed up!

  Business Response

  Date: 12/08/2022

  12/05/2022 
  

  Dear Agent ******* ***** 
  

  This is in response to the complaint filed by ********* *********, dated  November 22nd 2022. ********* purchased her 2011 ***** **** on 06/23/22. The  vehicle had 115,742 miles on it at the time of purchase. We encourage all our customers  to purchase and extended service contract, which she did. She has a 36-month 42,000- mile extended service contract.  
  

  I have personally reached out to ********* and scheduled her a service  appointment so we can address any issues she may have with her vehicle. I also  explained to her that her extended service contract can be used at other locations. I am  confident that we will get her concerns addressed . Moving forward I gave ********* my  direct line should she have any questions or concerns that aren’t handled properly by  any of our team.  
  

  Sincerely, 
  

  James *. K***** 
  General Manager 
  Udrive of Reading

• Initial Complaint

  Date:10/04/2022

  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.

  I bought a 2017 **** ***** ********* ***** *** from there on 6/13/2022 . My truck stopped working on 7/18/2022 . I called them to get it towed back to their shop that day of 7/18/2022 early in the day . I spoke to Amber . She said that a tow truck would be on its way to pick up the truck to bring it back to the shop to see what’s wrong with it and to see if they can fix it . The tow truck never came . So the next morning 7/19/2022 around 1250 PM the truck had finally came to pick up my truck AFTER I had called the dealership again . From waiting HOURS outside for the tow truck to NEVER show up . They’ve had my truck since 7/19/2022 . I still don’t have my truck it’s been 2 1/2 months . I’ve been calling to get updates they keep giving me the run around . The “ mechanic “ keeps telling me the truck will be sent to Land Rover to get looked at since he “ couldn’t find the problem “ . I kept calling AND called 3 other **** ***** Dealerships about my truck and NONE of them have my truck and they all said there is nothing on their schedules to go pick up a truck from UDrive . After they ( UDrive ) told me they had a scheduled pick up for the beginning of September. My Truck is STILL sitting in their lot UNLOCKED , with my personal items in there , they took my plate off the truck . To me it looks like they have the truck on the lot as if they are selling it again . They will not return my calls or my emails . Amber had told me she spoke to the General Manager and that they would give me a call . It has been a week since then an when I call they don’t answer . 

  Business Response

  Date: 10/31/2022

  08/18/2022

  Dear Agent ******* ***** 
  

  This is in response to the complaint filed by ******* ******** dated October 4th,  2022. ******* purchased her 2017 **** ***** ********* ***** on 06/13/2022 as stated  in her letter. She purchased the vehicle with out a warranty. A few weeks later she  brought the vehicle in 06/23/2022 for a check engine light and headlight bulb. The check  engine light was a result of the gas cap which we replaced as well as the headlight bulb.  Both issues were done for free.  

  In July ******* called stating the vehicle wasn’t running properly on 07/18/2022.  We dispatched a tow truck, which picked it up with 24 hrs. Upon inspection of the ****  *****, it was determined there was an issue with a computer on the vehicle. We asked  the customer how she would like to proceed being we recommended that the vehicle go  a ***** ***** service department to be fixed. She had her family call and threatened  some of my employees. Subsequently she had them stop by at which point they began  again to threaten the employees and they were asked to leave. 

  Several weeks went by which turned into a few months with out any contact nor  any payment. The bank called several times and eventually sent out repossession  paperwork which is attached. ******* finally contacted us requesting us to assist her with  getting her vehicle fixed and getting back into her car. Currently the vehicle is  undergoing diagnostic at ***** *****. I have personally spoke with *******. We offered  to work with her to get the vehicle repaired as well as any fees and late payments to  subsequently get her back into her **** *****.  

  Sincerely, 
  James *. K***** 
  General Manager 
  Udrive of Reading
  

  Customer Answer

  Date: 10/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *******************************