Complaints

This profile includes complaints for Gossett Motor Cars's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gossett Motor Cars

  1900 Covington Pike Memphis, TN 38128-6981

  
• 

  Gossett Motor Cars

  1919 Covington Pike Memphis, TN 38128-6980

  
• 

  Gossett Motor Cars

  1880 Covington Pike Memphis, TN 38128-6904

  
• 

  Gossett Motor Cars

  1901 Covington Pike Memphis, TN 38128-6980

  
• 

  Gossett Motor Cars

  2660 Mount Moriah Rd Memphis, TN 38115-1533

  

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:12/21/2024

  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.

  On 12/23/2023 I purchased a 2023 Tesla from Gossett. I immediately had a problem with getting the car transferred because the employee that sold her car to Gossett had not completely processed all paperwork. Finally, after two weeks we finally got the car transferred and the other things started coming up with the car. I complained about paint being inside the interior of the car and I was told that it maybe finger nail polish. The car was never detailed so they offered to detail the car. The car was finally detailed but red stuff kept appearing on different parts of the car. After months of me complaining the car was detailed again. Not only red paint was showing up in different parts of the car but the car wasnt driving or even operating properly. I kept going back and forward with them and nothing was done after the detailing. The dealer that they used did not set my camera correctly so when backing out of my garage my side light was broken and guess what was inside the light (red paint). In the mean time I got a crack in my windshield that turned not to be a Tesla windshield. I made an appointment to have my windshield repaired and it turned out the person was familiar with the car. It turns out that the employee with Gossett traded the Tesla in because her brother poured red paint all over the car and instead of filing an insurance claim or having the car fix properly, she had someone to try and fix the car. The car was horribly put together and I was told that had she filed an insurance claim they probably would have totaled the car. The biggest problem is I had gone to Gossett many times complaining about the car and every person knew what had happened. These people intentionally sold me a damaged car at full price without disclosing what was wrong with the car. I had the car inspected by ***** and was told that there were serious things going on with the car. Of, course the big heads would not take accountability.

  Business Response

  Date: 01/14/2025

  Please see attached documents 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22719487
  
  I am rejecting this response because: the findings were not disclosed and intentionally hidden. Every person in the dealership knew what happened to the car. I didnt expect them to take responsibility so I will be contacting the Attorney General next. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/21/2025

  Please See Attachment 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22719487
  
  I am rejecting this response because: There is a difference between paint being thrown on the car and just damaging the outside, which I was told it was finger nail polish by one of the guys. This problem goes deeper than that. The paint was thrown on the car to the fact the car was taken completely apart and reassembled. The window was replaced, the Tesla logo is lopsided and I showed them where the car was malfunctioning. To this day I cant use the autopilot and I cant add the full self driving because the car was not put together appropriately. I understand buying as is because they did other shady things like change the rate from 10 percent to  almost 16 percent, I couldnt purchase the warranty for some reason and I accepted that. This something totally different. Has they disclosed that buckets of paint had been thrown on the car and the car was not working as a first rate Tesla I wouldnt have bought this car. My credit was good enough to purchase a car from ***** but I chose this one because I thought it already had the windows tinted and already had the wheels that I wanted. I showed the manager the degraded options that it was showing. I was told by that manager that he would make everything right but he and my salesperson all of a sudden didnt work there anymore. The person that detailed my car twice all of a sudden doesnt work there anymore. Im not really sure what can be done at this rate, something needs to be done because this is not right.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/29/2025

  Please See Attached Document 

• Initial Complaint

  Date:10/21/2024

  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 back passenger doors safety locks don't work; screen on the truck began blacking in and out-Scheduled maintenance appt -Took the truck for service & upon pickup, informed that the ************** were fixed. After leaving, we realized the safety locks weren't -Foul odor whenever we would start the truck up, which still happens.-one morning, leaving home, noticed the right back passenger door wouldn't open from the inside-Then the door wouldnt open from the outside -Suddenly both back doors wouldnt open from the outside-Then, back passenger door, driver side wouldnt open from the inside -When doors malfunctioned, I was in the backseat with my baby; had to climb to the front to get out -Scheduled another appt for doors and foul odor -Back driver door begins opening from inside only -Front passenger door doesn't lock unless locking manually-2024 Mon., Oct. 7, Service *** informed us our doors weren't noted in system which makes sense that the doors weren't fixed in 23-Dropped truck off before 10am appt;-Informed wed receive an update when to pick up; Nearing 4 hours, no communication-We called multiple times asking to speak to *******-Informed by a lady he wasnt available each time called-Texted number on the business card; he texted back but wouldnt call nor answer the phone-Learned we still had to wait another 40 minutes to get the oil changed; he didnt know why the truck didnt get serviced-Recall and doors still not serviced-Over a year trying to get doors & recall fixed-Spoke to ****************** no solution-Called and talked to Mr. ********************** same day who seemed to be taking notes & stated hed look into it. Mentioned us leaving the vehicle, but I informed him that the service **** didnt know when tech would service-Only informed that tech would have to check to see how to fix-Never agreed to rescheduling although stated on printout -Today, Mon., Oct. 21st, makes 2 weeks no one has called us back regarding this

  Business Response

  Date: 10/24/2024

  Ms. ***,

   

  Attached is our response to Complaint ID #******** ****** ********. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22456099

  Greetings,
  
  I am rejecting this response for several reasons. After reading the response multiple times, my husband and I were made to appear as if we were a no show to the October 14th appointment in which my husband spoke with someone in service and parts to inform them that that date would not work for us. So, to end that sentence with no follow up, I do not appreciate at all.
  
  In addition, as it relates to my call with Mr. ********************** yesterday regarding the now rental vehicle that he put us in, I am very displeased. First, my husband made it to the service and parts building to drop the truck off for the loaner as agreed. When he arrived, he called me. Beyond the unwelcoming behavior displayed, he told me that he had to come out of pocket a $25 deposit at Enterprise, which was not conveyed to either of us ahead of time. If youre going to do business, do it right. We shouldnt have had to pay anything as it is not our fault that our vehicle hasnt been serviced properly. Moreover, I didnt ask to be put in a loaner/rental (because these words have been used interchangeably a few times) which would cause my family and me to have to come out of more money and use of my time. I suppose that decision was made as a remedy to partially address my concerns. While I understand that Mitsubishi does not offer loaners, us getting a rental shouldnt have been at our expense, even though the $25 will be refunded. Also, I felt it very inconsiderate and rather unnecessary to inform me that youre paying for the rental (as it was only right to do) when my call was regarding my money. Again, there shouldnt have been any cost for us, at all, if youre doing it in good faith, not even for gas as we were under the impression, we were getting a loaner car, not a rental. Nowadays, it appears as if people can treat people any kind of way and expect for them not to address it. I, in no wise, feel nor act like Im all of that, but just as I treat people with respect, kindness and consideration, I expect the same in return. I don't play with people's money or time. I don't try to manipulate systems, but I do what is right, even when I'm in the wrong, attempting to fix something. Had this been my business and to make this right "in good faith", the customer wouldnt have had to do anything but give me their keys, and Id personally taken care of the rest. Thats how I operate.

  Furthermore, when I got in the rental yesterday afternoon upon leaving work with my husband, I immediately noticed how filthy the vehicle is, and when I opened the front passenger door to get in, all I smell is cigarette smoke, so of course, I wont be riding my children in it. We dont smoke, so I dare not expose my children to the second hand. On top of that, the vehicle only had a half tank of gas, and not knowing how long youll have our truck may put us out of more money for gas. Ive taken pictures for your review as well as for my evidence of the filthiness and dents found throughout. Lastly, it is only right that I am refunded for whatever extra we may have to spend out. 

  Sadly, I was not done any favors getting this unexpected rental. It has been more of a disappointment and a major inconvenience for my family and me in more ways than not. My time is very precious to me as well as my hard-earned funds. I don't have time to fork out unexpected funding unless it's for my toddler and/or infant. So, please take into consideration that had our vehicle been serviced as expected, we wouldnt be in this place. While Im a very appreciative and understanding person, I expect to be treated right. 
  
  To end, I am not in agreement with the complaint being closed until the truck has been fully serviced, fixed and returned to me according to my complaint and expectations.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/31/2024

  Ms. ***,

   

  Attached is our second response to Complaint ID #******** ****** ********. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 11/01/2024

  Complaint: 22456099

  Greetings,
  
  I am rejecting this response for several reasons. After reading the response multiple times, my husband and I were made to appear as if we were a no show to the October 14th appointment in which my husband spoke with someone in service and parts to inform them that that date would not work for us. So, to end that sentence with no follow up, I do not appreciate at all.
  
  In addition, as it relates to my call with Mr. ********************** yesterday regarding the now rental vehicle that he put us in, I am very displeased. First, my husband made it to the service and parts building to drop the truck off for the loaner as agreed. When he arrived, he called me. Beyond the unwelcoming behavior displayed, he told me that he had to come out of pocket a $25 deposit at Enterprise, which was not conveyed to either of us ahead of time. If youre going to do business, do it right. We shouldnt have had to pay anything as it is not our fault that our vehicle hasnt been serviced properly. Moreover, I didnt ask to be put in a loaner/rental (because these words have been used interchangeably a few times) which would cause my family and me to have to come out of more money and use of my time. I suppose that decision was made as a remedy to partially address my concerns. While I understand that Mitsubishi does not offer loaners, us getting a rental shouldnt have been at our expense, even though the $25 will be refunded. Also, I felt it very inconsiderate and rather unnecessary to inform me that youre paying for the rental (as it was only right to do) when my call was regarding my money. Again, there shouldnt have been any cost for us, at all, if youre doing it in good faith, not even for gas as we were under the impression, we were getting a loaner car, not a rental. Nowadays, it appears as if people can treat people any kind of way and expect for them not to address it. I, in no wise, feel nor act like Im all of that, but just as I treat people with respect, kindness and consideration, I expect the same in return. I don't play with people's money or time. I don't try to manipulate systems, but I do what is right, even when I'm in the wrong, attempting to fix something. Had this been my business and to make this right "in good faith", the customer wouldnt have had to do anything but give me their keys, and Id personally taken care of the rest. Thats how I operate.

  Furthermore, when I got in the rental yesterday afternoon upon leaving work with my husband, I immediately noticed how filthy the vehicle is, and when I opened the front passenger door to get in, all I smell is cigarette smoke, so of course, I wont be riding my children in it. We dont smoke, so I dare not expose my children to the second hand. The pictures will show my concern. I'm not sure if the vehicle was washed (as it does not appear to be) or simply sprayed down with water only, but it is not clean. Ive taken pictures for your review as well as for my evidence of the filthiness and dents found throughout. On top of that, the vehicle only had a half tank of gas, and not knowing how long youll have our truck may put us out of more money for gas. Lastly, it is only right that I am refunded for whatever extra we may have to spend out. 

  Sadly, I was not done any favors getting this unexpected rental. It has been more of a disappointment and a major inconvenience for my family and me in more ways than not. My time is very precious to me as well as my hard-earned funds. I don't have time to fork out unexpected funding unless it's for my toddler and/or infant. So, please take into consideration that had our vehicle been serviced as expected, we wouldnt be in this place. While Im a very appreciative and understanding person, I expect to be treated right. 

  In regards to my second complaint, I find it quite rude not to provide a response to the details provided within that second complaint rather than resending the same response again. You have clearly continued to ignore the fact that you have lied in your response about my husband and me not showing up to a scheduled appointment and have yet to correct the lie, which I feel, now, that you are attempting to defame our character. Subsequently, we have been inconvenienced, yet again, this week having to drive out of the way to bring the second key to the shop, which we just so happen to have with us that day, because had we not, we'd have had to drive all the way back to ******** just to get it and drop it back off in *******. And it is rather unfortunate that not one time has anyone offered services to us, as a convenience.  
  
  So, to end again, I am not in agreement with the complaint being closed and request it to remain open until the truck has been fully serviced, fixed and returned to me according to my complaints and expectations.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/02/2024

  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.

  I purchased a 2020 ********** Tiguan in September 2020. The vehicle had less than 6000 miles at the time of purchase. In March of this year 2024, I went in for a routine visit. I was told I needed one tire. I purchased the tire warranty plan and was told the tire would not be covered to replace. Instead of buying just one tire. I opted to buy all 4 tires. I also payed for a wheel alignment. Fast forward to September *******, I came in for a oil change and was told I needed 2 new tires. Please help me understand how tires are already needing to be replaced in 6 months. When I rode on the same 4 tires for almost 3 years. When talking to ***** at the dealership, her response to me was " I don't know what type of driving you are doing!" This is unheard of in all of my years of driving. I mentioned, they may be defective or something. It's no way possible tires can be worn that fast. On the visit, the manager ***** came to me stating he would be getting in touch with me and most likely. I would be getting 2 new tires but he has to run it by his boss. I still haven't heard a word. I'm very angry about this whole situation. Also, ***** needs to some coaching and more ***** customer service skills. I felt as though she was very rude. Btw, the vehicle just reached ****** miles.

  Business Response

  Date: 10/09/2024

  Ms. Dee,

   

  Attached is our response to Complaint ID #22369333 – Lashawn McClatcher. Please advise if you have further questions.

   

  Thank you,

   

  David Gossett

  Customer Answer

  Date: 10/12/2024

  I consider this complaint resolved.

  Customer Answer

  Date: 10/14/2024

   
  
  

  The consumer has indicated the complaint has been resolved.

• Initial Complaint

  Date:07/24/2024

  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.

  7/1/2024 I had my vehicle towed to Gossett Chrysler Dodge Jeep Ram-*************************************************** for diagnostic. I was told the radiator and condenser needed to be replaced. I agreed and paid over $3,000 for service, but after receiving my vehicle back 7/19/2024 it started to run hot again. 7/22/24,I had to take leave from work and return to the dealership. I expressed displeasure with the bad service to the manager and afterwards was informed the upper hose wasn't reconnected properly from repair. 7/25/24 , I was called to pick my vehicle up and the bumper wasn't properly placed back on. The mechanic who was scolded for /had to correct his error wasn't in a hurry to assist with placing the bumper back on correctly. I had to return to work and didn't trust leaving my vehicle again. I financed an astronomical amount for horrible/untrustworthy service . If I wanted shade tree service, I would've paid shade tree prices. I'm aware the disclosure states my vehicle is high mileage and the service would possibly not fix it, but the issue was in result to the mechanic not connecting the hose back ( attached document). This has caused me to lose money and time. I feel my debt for the service should be decreased.

  Business Response

  Date: 07/26/2024

  **********,

   

  Attached is our response to Complaint ID #******** ***************************. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  Business Response

  Date: 07/26/2024

  **********,

   

  Attached is our response to Complaint ID #******** ***************************. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 07/29/2024

  Complaint: 22038179
  
  I am rejecting this response  due to the validity. I expressed major concern to the manager about the service I received( shadetree mechanic) not aligning with the price I paid (Gossett Motor Cars). I was initially advised my vehicle would have to sit an additional 3 weeks, but when the facility saw they were at fault service was completed within a day by the disgruntled mechanic . 
  Mr.Gossett is basing his response off hearsay, and supporting his team not taking accountability.  It has been continuously noted that I have a used, high mileage vehicle and an attempt to upsell additional service for an alleged modification correction that I rejected (which didn't cause my bumper to become detached). My house sits on a very steep hill (photo attached) ,  and I have never endured an issue with any of my vehicles including this  Challenger until I complained about the service received.  
  It's convenient the  service technician  can recall alleged zip ties securing a bumper and  didn' t notate this discovery . However, he didn't have the same vivid memory to clamp a hose back that caused my vehicle to run hot again. Clearly there's confusion or deceit. During the initial intake 7/1/24 it wasn't annotated about the alleged zip ties securing my bumper, 7/15 /24 it wasn't annotated when I picked my vehicle up about the alleged zip ties securing my vehicle and my bumper wasn't tampered with.  7/23 after complaining still not annotated about alleged zip ties,  but my bumper was tampered with. My trust was completely gone after leaving work and having to pick a vehicle up with a hanging bumper . Especially as stated previously there was no need to remove the bumper. Either a person over a certain weight capacity completed my vehicle repair and laid on the bumper or it was removed/ tampered with to cause it to hang. If I would finance the amount to have what I thought a reputable facility to repair my secondary vehicle, why would I ride with zip ties securing a hanging bumper.I have photos to show my vehicle bumper wasn't initially hanging and there is no way as I stated I could drive up my hill daily until now after this last service completion with Gossett. 

  
  There has been wrongdoing on the part of Gosset Motor Cars and a refund is warranted. 
  
  Sincerely,
  
  ***************************

  
  

  Business Response

  Date: 08/05/2024

  **********,

   

  Attached is our second response to Complaint ID #******** ***************************. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

• Initial Complaint

  Date:07/18/2024

  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.

  I purchased an electric 2023 EV6 suv from Gossett Kia on *********. The car was working fine until they completed a SW update. 2 days later the car died on the road, and I needed to be towed to dealer for service. It turns out, that the sw update caused $3000.00 parts to fail and the service **** is waiting for approval from **** The dealership states that they are not *** and are merely a subsidiary. The person in the service **** stated that there are customers that have been waiting 3 weeks or more which is unacceptable and indicates that I am not the only dissatisfied customer. I called the *** national help line and they said that there isn't an open ticket that is requesting approval. When the national call center tries to call the service **** on Mt. Moriah, they are not getting an answer and phone calls are not being returned by the dealership. This situation needs to be investigated if not at least broadcast to the community. I need my car returned to me repaired ASAP or a loaner issued. I have seen similar complaints on ******** and with the BBB. I am a senior citizen that is now trapped and at the mercy of Gossett Kia on *****************

  Customer Answer

  Date: 07/19/2024

  Thanks for your help!!!! The Service Manager {*****) called this morning and was apologetic for the situation and agreed to quickly resolve. I will also be able to pick up rental on Monday morning. Please add this information to the complaint as the dealership has agreed to diffuse the situation at this time.   

• Initial Complaint

  Date:06/20/2024

  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 a used 2022 ********** Jetta. It is in the contract for a new windshield to be put in the vehicle. I tried to reach out multiple times to come to their location. I finally was able to, they ordered the wrong windshield. I returned home. Approximately 6+ months later, during my busy season, I told them repeatedly, I couldnt answer my phone on the floor, to email me for scheduling, which they didnt, they automatically scheduled an appointment which I couldnt meet. They only called and did not email which as stated was my only and preferred way. They then sent my windshield back. I asked for the car fax, which they said was unavailable at the time but clear. I took their word. It was just available now. The car had was involved in an incident which hit an animal stated in the carfax. This affects my oil change as I cant put all the oil I need. I dont have it changed at the dealership. I have it changed locally. I had to make 3 trips because they didnt disclose this. The carfax should have been given upfront and the repairs made.

  Business Response

  Date: 06/28/2024

  See attached file for response.

• Initial Complaint

  Date:05/28/2024

  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.

  My wife and I bought a brand new 2022 Atlas in April of 2022. Within the first year of having the vehicle, we had to take it to Gossett ********** numerous time because the brakes began making an awful grinding noise in September of 2022. Every time would take the car to ********** about the news, they would "clean" the brakes. They claim that when they would take the brakes off, rocks and gravel would fall from the vehicle. We told them numerous times that we do not drive on gravel roads nor does our home have rocks and gravel. After continuing to complain about the noise, In December of 2022, Gossett Volkwagen replaced the brake rotors and brake pads on the front and back of the vehicle. The grinding noise stopped until August of 2023, when the same noise started back. I have taken the truck back to ********** a few times since August and I have complained every time about the grinding noise. The employees in the service center are absolutely useless and have not done their due diligence at all. I have been told by service employees that "all **********s make noise and/or that the version of the Atlas that I purchased is too heavy for wheel axle so the brakes only last 40K miles," It was the ** from the Porsche side of the business that gave me garbage about the truck being too heavy for the wheel axel. This is my second ********** and my first ********** did not make any noise. I also think it is outrageous for a company like ********** to sell a vehicle that needs brakes every 40K miles. Our Atlas currently has 31K miles on it and it is in need of its third set of brakes in only two years.

  Business Response

  Date: 05/30/2024

  **********,

   

  Attached is our response to Complaint ID #******** ***********************. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  
  

   

• Initial Complaint

  Date:05/23/2024

  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.

  I contacted *** to request two sets of keys for my car and was informed that each key would cost $25.00. I placed the order on 5/1/24 and, a few days later, was called to pick up the keys. After paying $54.85, I went home with the new keys.A few weeks later, I misplaced my original set of keys and, feeling distraught, I remembered the new keys I had recently purchased. I tried to use one of them to start my car, but it did not work. I called *** and spoke with an operator who didn't understand my concern and transferred me to ****, the service manager. He also didn't understand initially and asked me to bring in the car keys.It turns out that the parts department did not inform me that the keys needed to be programmed in the service department. **** was genuinely trying to help me resolve the issue and quickly realized that the parts department had failed to communicate this requirement to me. Additionally, it would require an appointment with the service department for programming and an extra cost of $190.00, which shocked me.How is the owner of this dealership, Mr. ************************** allowing his employees to leave customers uninformed about such important details? I have to drive over 50 miles to this dealership, and no one seems to consider how inconvenient this is. Now, I have spent money on something I can't use. **** said he would call me back, but it has been three days, and I have not heard from him at all.

  Customer Answer

  Date: 05/24/2024

  Hello, I received a call from ************************* the General Manager (today) and they have cleared up all miscommunication and they will take care of my concern. 

  Please close this case as it's been resolved.  Thank you for your support.

• Initial Complaint

  Date:05/03/2024

  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.

  I took my car here on 4/8/24 to get a under panel replaced that had fallen off while there I also requested a oil change; all was done in a timely manner. But on 4/10 the oil light came on showing that i need oil in my car. I checked the oil when I got to work and there was no oil in my car period. I contacted my service advisor ************** ( which has been great). And she told me to bring the car in I brought the car in and explained to her the person who this job I didn't want them to touch my car again but when she had another tech check it he stated there was no oil in the car. I had no oil leaks on the ground anywhere. around my home garage. The ********************* must have thought I was slow because he tells me it was because of a gasket. I have had a gasket leak before there was no oil under my car nor had it splashed back on the tires as he stated . I wash my own car so I know what oil blow back from brake dust . Also the tech failed to inform me that I have a right panel missing on my car that is why the undercar cover has to replaced again. This is NOT my service advisor fault but fault of (management **** ) for failing to have a Quality Check at the end of a service. So now I have to pay for a right fender that I don't know was or was not there when I took my car in for service. I will buy another *** but from neither of the ******* locations.

  Business Response

  Date: 05/13/2024

  **********,

   

  Attached is our response to Complaint ID #******** ***********************. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 05/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  *******, TN 38141

  
  

• Initial Complaint

  Date:05/01/2024

  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.

  My wife took our 2021 ************* into Gossett Kia on *************************** to have a flashing battery indicator light resolved on March 23, 2024. After diagnosis of the car, the service advisor informed my wife that the alternator was bad and needed to be replaced. She was quoted about $1700 parts and labor for the repair. She informed the service advisor that we had purchased the extended warranty (extended service plan) through ***, and asked if the alternator was covered under that warranty. The service advisor told her we didn't have that extended warranty and that the repairs were still $1700. Once the repairs were completed, she paid the $1712.08 so she would have transportation to get to her job as a teacher. Once home, we found the paperwork for the extended service plan and called the provider who told us that the alternator was covered, less $100 deductible. We were unsuccessful contacting Gossett Kia, so we then contacted *** **************** who did get in contact with the general manager. After claiming that my wife didn't mention the service contract, said he would make things right. That was over a month ago.

  Customer Answer

  Date: 05/08/2024

   The consumer has indicated that the complaint has been resolved.