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:05/27/2025

  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 vehicle on May 8th 2025. I had it for 13 days. It started internally knocking and almost left me stranded in Minnesota. I had to get a uhaul truck and trailer in order to get it 9 hours home. Now it is sitting in the shop needing almost 8,000 dollars worth of work done. I just put 4,000 towards the vehicle itself 13 days prior.

  Business Response

  Date: 05/28/2025

  We have been in contact with this customer with a resolution on the repairs that are required with the vehicle she purchased. No further action needed.

• Initial Complaint

  Date:10/02/2023

  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.

  First contact with ***** ******** of Liberty Superstores, was March 1st, 2023 via text. It was a Capitol One financing promotion. Mar. 3rd, informed ***** of the car I was interested in. A 2008 Lexus ES 350. Mar. 6th at 5:15 I arrived at dealer. @7:00 (closing) paperwork was finished. While waiting one of the headlights went out, then ***** told me about the windshield, it was cracked from the drivers line of sight all the way to the passenger side. I then seen the empty gas tank and asked for fill. Conditions were white out for driving. Before I could go he wrote up a document stating liberty would fix windshield and lights. He turned the brights on and said, " there, you'll be fine." Just got onto 79 and 3 trouble codes appeared. Check engine, trac cont,and check VSC. Pulled over and heard my brakes make a terrible noise. If they had been open I would have taken it right back. Took me 3 hours to get home on the icy road,without any traction control.
  Error code came up P0138, O2 sensor B2S2. April 1 brought car into liberty shop. Owner responded to my bad review, saying they will take care of the sensor. April 12 receive text car is done. Check engine light is fixed, they replaced 2 sensors, (they didn't), windshield is in and headlights working. April 15 picked up car. Got home headlight not working. Texted *****. April 19, 91 miles later all 3 trouble codes reappear. May 4, 2nd trip back to Liberty shop for same problems minus the windshield.May 6, pick up car at closing. Get on 79 all three trouble codes reappear, and no low beams. May 6,7 &9 sent vm, 2emails. May 16, asked for all work orders since Liberty took possession. Received April 1 work order on April 28th. Just O2 sensor on it. Received 2nd work order on May 16, just O2 sensor on that one as well. Mechanic knows nothing of headlights. Salesman not returning my texts. *** ****** tells me talk to *** Operations mgr. Tried 5 Xs. Receive VM June 29th. Sent an email on July 18. No response as of Sept. 20

  Business Response

  Date: 10/04/2023

  We accept the request for a refund.
  
  We will buy back the vehicle for the original purchase price
  of $9,500 plus $350 doc fee, total of $9,850.
  
  This amount can be used as trade-in credit for another
  vehicle of customer’s choice or as a cash offer to customer less any remaining
  lien payoff to obtain title. 

  Business Response

  Date: 10/13/2023

  Hello,

  We tried to reach the customer via phone several ***es and
  left a voicemail on 10/10/2023 to discuss the following.
  
  The ****** now shows front end damage on 7/19/2023 and a
  total loss on 8/12/2023. Was the vehicle in an accident before the hail damage?
  Was the vehicle deemed a total loss by the insurance company and repurchased by
  the customer at salvage value from the insurance company?
  
  We are willing to have our Service Department take another look at the vehicle
  repairs; however, at this point we are concerned that the **** and expense to
  repair this salvaged vehicle might be better off invested into a different
  vehicle. Would the customer be interested in exploring options to trade in the current
  vehicle at the insurance company’s salvage value (to make the customer whole)
  and review alternative vehicles?
  
  Thank you. 

  Customer Answer

  Date: 10/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would accept their offer to fix the car but not just look at it. I looked through your inventory and there is nothing that appeals to me. If you had a GS model that would be great. The language you used in your response says that you would have the department look at the issues. And for some reason you think it'll cost more than my car is worth. Is this correct? Or did I misunderstand it. Thank you for your prompt response.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:11/30/2022

  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.

  I purchased a ************* from liberty last early spring. Prior to purchasing I was told that the vehicle had went thru an inspection by the company's service department. I did not have the car long enough to make a payment, register it with my state or get the plates for it. In fact I believe I was only on my second tank of gas when the cars engine blew on me. This vehicle stopped working on the middle of the interstate outside of ********* in the dead of night. ***************************************************** Needless to say we were both terrified as we sat there alone for 2 hours before the proper help arrived. No choice I paid to get the car towed to nearest mechanic. I had to pay to rent a car to get back to ** leaving my newly purchased vehicle in another state. Diagnosis of car was a busted timing chain that the mechanic told me would have been spotted had liberty did the inspection as they told me they did. I played back and forth calling with one of the managers Brent. After weeks he agreed to transport the vehicle back to liberty so they could look at it. Coming to the same conclusion I was offered a discount on a new ** engine. Not happy with this Brent said he would be in contact with me. After weeks of avoided my calls I caught him on the phone. He told me that they were discussing getting me in a new vehicle when my finance company repo the car. Calling my finance co they informed me that liberty had called them to come and get the vehicle as it was accruing impound charges. After being lied to repeatedly I now owe ** on something I don't own, a repossession on my credit, so now I'm unable to finance another vehicle, a bill to a mechanic plus storage costs, ******************************************************, and was just informed I owe the state *** for not registering a car I don't have. My mother in law wrote a review, my mom a letter to the ceo and myself going in person to the store and I have not even received an apology.
  

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 5, 2022/12/07) */
  On 12/15/2021 the customer purchased a 2015 ************* with 126,973 miles on it. She was offered, but did decline, a Vehicle Service Contract (that would have covered the repair). All of our used vehicles go through an inspection before being retailed to a customer. The part that failed was an internal part of the engine.
  Sometime after she purchased the vehicle, she did have a mechanical breakdown. As customer goodwill, we did pay all of the cost to have the vehicle towed from the ****** area up to our ********* store in *********** for diagnosis. The vehicle was diagnosed on 3/23/2022 with 131,884 miles (4,911 more than when purchased). After determining there was internal damage to the engine, we did offer to split the cost of repair with her, even though she had declined the Vehicle Service Contract. She informed us that the option to split the cost of the repair would not work for her.
  We then began the process of trading her out of the vehicle. When we contacted ******************* (her lienholder) to gather the payoff information, they informed us that they had been looking for the vehicle as the account was past due. At that point ****** informed us that the vehicle was going to be repossessed. We did communicate to her that once ****** began the repossession process, we had to cease from trying to trade the vehicle in and she would need to contact ****** to get the account current before proceeding.
  We have not had any communication with her since around the first part of April 2022.