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.

close

Find a Location

Gossett Motor Cars has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gossett Motor Cars

  1900 Covington Pike Memphis, TN 38128-6981

  
• 

  Gossett Motor Cars

  1875 Covington Pike Memphis, TN 38128-6980

  
• 

  Gossett Motor Cars

  1870 Covington Pike Memphis, TN 38128-6904

  
• 

  Gossett Motor Cars

  2680 Mt. Moriah Memphis, TN 38115

  
• 

  Gossett Motor Cars

  1919 Covington Pike Memphis, TN 38128-6980

  

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:07/25/2023

  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.

  Dealership took a deposit on a car in the amount of ***** on 6/19. Please note this vehicle was not a special order. It was a vehicle already scheduled to arrive at this dealership as a part of their inventory. No contract was signed. However, the *** on the vehicle was scheduled of 6/27. Did not hear from in the dealership in over a month until 7/18 that the vehicle arrived. My wife and I booked flights and an air B&B. We were notified prior to arriving that the vehicle had an issue with the air conditioning when it went through inspection on 7/20/2023. We have yet to be contacted by a Manager in regards to this matter and therefore are requesting our refund of the 1K. They have held our money without the vehicle delivery since 6/19. This is mediocre customer service and follow up. In addition to the fact that we lost money due to us booking our flights and the air B&B. This is new vehicle and the issues from day one and how this has been handled has been horrible. Considering the circumstances, I would like a refund to resolve this issue. Thank You

  Customer Answer

  Date: 08/03/2023

  I would like to remove this complaint against Gossett Motors as they have returned my $1000 down payment.

  thank you 

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

  Business Response

  Date: 08/14/2023

  Ms. ***,

   

  Attached is our response to Complaint ID # ******** - ***********************, along with all enclosures. Please advise if you have further questions.

   

  Thank you,

   

  ***** Gossett

• Initial Complaint

  Date:07/21/2023

  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 CAR HAS BEEN AT THEY SHOP SINCE MAY EVERYTIME I CALL *************************** HE PUTS ME ON HOLD DO NOT RETURN MY CALL

  Business Response

  Date: 08/14/2023

  Ms. ***,

   

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

   

  Thank you,

   

  ***** Gossett

  
  

   

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20358064
  
  I am rejecting this response because: I Do not have a rental and the communication ***** I have to do all the calling and all *************************** say is he dealing with a customer like I am not a customer myself I have spoke to him one time stating that Hyundai was asking for a picture of the oil cap but they had yet to send it. If in fact Hyundai had actually offer me a rental or took my calls or even updated me  I would not reached out to BBB
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/21/2023

  Hi, I have an update. 

  ***** Gossett reached out to me himself after I wrote this letter, and he has got the approval from ******* for a motor he has been working with me directly thank BBB. 

  Business Response

  Date: 08/23/2023

  Ms. ***,

   

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

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 08/23/2023

   
  

  Date Sent: 8/21/2023 6:38:11 PM
  

  Hi, I have an update. 

  ***** Gossett reached out to me himself after I wrote this letter, and he has got the approval from ******* for a motor he has been working with me directly thank BBB. 

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  On June 26, 2023 at 8:00 a.m. I brought my *** ****** into *** motors on ********** in *******, **. I brought it in for the ****** scheduled maintenance as stated in the owners manual. When I dropped I was told the car would get Oil change, tire rotation and balance safety inspection, engine air filter and cabin air filter replacement, brake pad and tire replacement, as necessary brake fluid, transmission fluid, and coolant replacement. They told me to call back that afternoon to pick it up. Their service department rarely returns phone calls but I did finally speak to someone who told me they didn't have time to finish the car and come in the morning and the car would be ready by 8:00. Around 7:00 p.m. I received a phone call that they didn't get a chance to clean the car and could I come in at 9:00. I started calling at 9:00 to make sure it was ready and didn't get through to someone until around 3:00 p.m. They told me to come and get the car it was ready.When I arrived around 3:30 to pick up the car, I was then told that they didn't have time to clean my car after having it for 36 hours. I paid the bill of $420. When I got home my husband noticed that the tires had not been rotated because we had to purchase a new tire about 3 weeks prior and it was still in the same spot. We took the car to the people that replaced the tire and got a statement that the tire they replaced was still in the same location.I called the 800 Kia ******** service line 5 times; Ihave a case number. I was okay with not having the car wash, but the fact that I paid $420 and the tire rotation and alignment weren't done made me take action. The national ******** service people told me that they are only showing the car went in for a car wash none of the other items were listed as being checked or replaced on the car- not even the oil change. I was also told that the *** dealerships are individually owned and had to be handled internally, but they don't answer the phone.

• Initial Complaint

  Date:06/23/2023

  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 sent my vehicle in by tow June 2, 2023. A 2023 Jeep Grand Cherokee L with ***** miles on it for a manufacturer recall issue and the automatic brakes kept engaging whenever the gears shifted. I was told after several days of contacting the ************ that my issue was related to an issue outside of warranty due to having the rims color changed. The Service Advisor ******* advised that the issue was from the paint that got on the brakes and I asked for pictures, being the people that did the rims practice is, and always have been, is to take the rims off, so I needed the pics to give to them to show the damage ******* said occurred from having the rims done. ******* agreed to send the pics that same day. Fast forward to 6/22/23 and the pics I finally received are the ones listed of rotors that looked as if they were in standing water. Explanation of that is in the attached conversation. ******* wants me to pay ***** for new brakes and rotors all around and there's no damage to them aside from them letting my vehicle apparently sit in water or sent me a pic of rotors that's not mine. I called and asked for the ************ Manager and after leaving several messages he finally called back. I was trying to explain to him the situation and he was nonchalantly responding. I asked if the recall issue was addressed and he said there wasn't any notes there pertaining to it and when ******* came from lunch he would ask about it and call back. That was at 11:44AM and I still have no answer as to whether the Jeep Recall Issue was addressed or why I'm basically being strong armed to pay for brake/rotors I was LIED to about. Attached are the pics I received after 20 days of asking. As shown in the photos there's only RUST DAMAGE that wasn't there at first. I want my vehicle so I can take it to an honest and reputable shop and not get strong armed into repairs that wasn't validated and only rotor and brake damage was the completely rusted/damaged rotors.

  Business Response

  Date: 06/29/2023

  Ms. ***,

   

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

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 06/29/2023

  .

  
  Complaint: 20229901
  
  I am rejecting this response because: 

  After rightfully picking up my vehicle from the lot on June 24, 2023, the Advisor I spoke to read me all the things ******* told me. They are stuck on "what appears" to be the issue rather than "what is" the issue. The tow driver got into my vehicle, didn't change the brakes and rotors on **********************'s lot, and DROVE the vehicle the Advisor "claimed" couldn't move and onto his tow truck and "drove" it off as well and whatever he did INSIDE of the vehicle has the brakes not engaging when shifting, (which was my complaint), never a transmission related issue AT ALL. Mr. ********************** is stating "what appears" to be the issue other than "what is/was" the issue BUT expected me to pay $2,641 for what appeared to be the problem but NOBODY could provide pictures. If there are calls be honest and listen to ALL OF THE CALL/CALLS and not just the part that satisfies **********************. After picking my vehicle up and whatever 5 minute resolve the tow truck driver did, mu vehicle has been RUNNING WITH NO ISSUES AND NO ALL AROUND BRAKES, ROTORS, or PADS as GOSSETT tried to strong arm me into paying and I would like my complaint to stay because it is VALID. Had a real assessment was done and not by Mr. **********************'s own words, and not "what appears" to be the issue, the recalls would've been done and I would've been in my vehicle without that FAKE "IT APPEARS" TO BE fabricated assessment.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/11/2023

  Ms. ***,

   

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

   

  Thank you,

   

  ***** Gossett

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20229901
  
  I am rejecting this response because:

  The only damage that was done to the rotors was the complete rust job that was done while my vehicle was at Gossett. There are numerous complaints on every forum regarding their lack of professionalism when it comes to their ************* Of course ***** would stand by what his rep said. As far as the party that did the paint job, my whole argument with ******* was they wanted pictures with the painted rotors and proof that they were painted and they absolutely had no problem with paying for any issues that arised from their work unlike Gossett and crew. Them taking accountability was never an issue. The issue was Gossett and ******* NOT providing proof (pics) as requested for over 20 days. Your "what appears" to be paint and "it appears" the rotors needed to be replaced comments is/was my problem because there wasn't any facts behind it. This whole post would've been avoided had ******* provided the pictures as requested. POINT BLANK PERIOD! It is in *****'s best interest to back a lie and not put responsibilty on his advisors and the fact that they would STRONG ARM me into paying for a service/parts that wasn't needed. He "assumed" on the brakes just like he "assumed" on the transmission. He was told when I shifted gears the automatic brakes automatically engages and the issue still persist. ******* saw the rims were painted and from there the lies started. My complaint against Gossett is valid and again I would like for my complaint to remain open because there's no accountability on Gossett's ************* ********************** or ***** Gossett himself. The vehicle wasn't driven when the tow driver took it from Gossett's lot so driving the issue away wasn't a problem. And to not have the recalls addressed after the vehicle was there for over three weeks and saying they can address the issue now after the complaints I made and the lies and lack of accountability by this company, I will gracefully decline that offer. Those things should've been addressed when my vehicle was there and when it was wrote up to be addressed. I would definitely fear for my life letting them address an issue with my vehicle and me driving afterwards. Again, keep my valid complaint open because ***** appears to want to point fingers at any and everyone EXCEPT his employees.

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

• Initial Complaint

  Date:06/02/2023

  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.

  We purchased a new 2020 ************* from Gossett Kia on ***************************. Before the 3 year warranty expired, the passenger rear seat developed a problem with the leather breaking down. Before the 3 year warranty expired, I tried to get the *************************** service department to fix the issue. They declined saying they couldn't tell if it was an original problem or we damaged the leather. I took the vehicle to ******************* on Union to get a repair price. In their professional opinion, ***'s said the seat was failing due to a bad piece of leather. I returned to the *************************** service department with that info. They took pictures and said they would consult with *** Corporate and would get back with me. They never got back with me. I sent the service person a text message (I had his phone number), and he never responded.This defect occurred while the vehicle was under warranty and *** should repair.

• Initial Complaint

  Date:05/03/2023

  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 have a 2015 Kia ***** that I have been getting serviced at *************************************************************************. My issue is they have unsavory business practice. I had issues with my tail light getting condensation in both, and water was getting into my car from a leak causing a bad smell. I took my car their while under warranty and this location supposed to have fixed it, but the issue still remains. Now, my car is not under warranty, and I called this location to get the issue fixed and was told that I would have to go to a body shop. I asked why was I not told that the service requires a body shop while it was under warranty and the rep kind of got smart with me. I did not mind paying I just dont understand why they supposed to have fixed it there while under warranty, but once out of warranty it requires a body shop. So my question is if it requires a body shop did they fix it correct while under warranty? Because the issue still remains. I do not appreciate the unsavory business practice. I took my vehicle up there twice while under warranty to fix the leaks and condensation.

  Business Response

  Date: 05/16/2023

  May 15, 2023
  
  ***************************
  Better Business Bureau
  *******************************
  *******, ** 38125
  
  Re: ID #******** - ***********************
  
  
  Dear ********************:
  
  Thank you for bringing this complaint to my attention. *********************** brought his 2017 ********************* #***************** to Gossett Kia *************************** on February 28, 2019. ****************** had a concern of water leaking into the trunk. The vehicle had ****** miles showing on the odometer at the time the repair order was created. During this service visit our team identified an open service action (SA327) on the vehicle in regards to the rear tail lamp assembly pads. This service action SA327 directly addressed potential water intrusion into the trunk of the vehicle due to failed rear combination lamp pads. As per the guidelines of the service action SA327, the rear combination lamp pads on both the driver and passenger side of the vehicle were replaced.
  
  While this vehicle had been brought to Gossett Kia a number of times for other repairs as well as maintenance, we did not see the vehicle for this concern again until November 3, 2020. At the time the repair order was created, the vehicle had ****** miles on the odometer. The customer's concern was that the passenger rear tail light had water in it. Diagnosis found the rear outer tail lamp seal had failed. The failed seal was replaced, and the vehicle was returned to the customer.
  
  ****************** contacted ********************** on May 5, 2023, to inquire about scheduling a service visit to have a service action concerning installation of anti-theft software installed and also stated that the vehicle was once again having concerns with water intrusion into the trunk area. At this point, Gossett Kia Service Advisor *****************************, unfortunately, provided ****************** with incorrect information. He inadvertently did so by stating that the vehicle would need to go to a body shop to have the potential water leak diagnosed. ****************** questioned why the vehicle would need to go to a body shop and more importantly why he had never been directed to have his concern diagnosed at a body shop when he has had the water intrusion concerns in the past. ******************** reiterated that this concern could not be diagnosed at Gossett Kia and would need to go to a body shop for diagnosis and repair. We regret that our Service Advisor was so adamant about this issue, but we can assure ****************** that he had no ill intent.
  
  Upon receiving this complaint from the Better Business Bureau, our Service Director ********************* contacted ****************** on May 13, 2023. ************** apologized and explained that the information ******************** had provided was not accurate. ************** and ****************** discussed the fact that we had an appointment already scheduled for ****************** on May 18, 2023, to address the anti-theft software update, and we could also attempt to diagnose the water intrusion concern on that visit as well.
  
  ****************** let ************** know that he was grateful for the phone call and felt much better about the issue. We believe this matter has been resolved, and this complaint should be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.
  
  
  Sincerely,
  
  *********************************
  Vice President
  Gossett Motor Cars
  

  
  

  Customer Answer

  Date: 05/16/2023

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

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

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

  *******, ** 38125

  
  

• Initial Complaint

  Date:05/02/2023

  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 vehicle to get diagnosed at Gossett Kia for an issue with its thermostat casing. I was told by their employee that it would cost $1200 to get fixed. I then informed the employee that I didn't have the money and I would have to consult with the bank to see about getting it fixed. The employee asked if I wanted the parts to be shipped and I told him no. I repeatedly told him not to do anything until I talked with the bank as the value of the vehicle might outweigh the cost of the repair. The employee ignored me completely at every step. When I made the choice to forfeit the vehicle to the bank so it could be sold to cover part of the cost of my vehicle loan and diagnosis fee. The dealership employee authorized a repair on his own without my permission. The bank decided against getting the vehicle due to the cost of the repairs the dealership made on their own, which they inflated to be double the price quoted to a total of $2443.55. No one authorized them to do anything. They did it completely on their own. Gossett motors did this knowing that they could either get more money from the bank or get the vehicle and sell it for profit. The dealership effectively stole from me.

  Business Response

  Date: 05/25/2023

  May 19, 2023
  
  ***************************
  Better Business Bureau
  *******************************
  *******, ** 38125
  
  Re: ID #******** - *********************
  
  
  Dear ********************:
  
  Thank you for bringing this complaint to my attention. ** March 23, 2023, ********************* brought his 2012 Kia ******* VIN #***************** to Gossett Kia for a concern of the vehicle overheating while driving. At the time the repair order was created the vehicle's odometer showed ******* miles. ** March 24, 2023, Gossett Kia Service Advisor ***************************** spoke with ************ and advised that the vehicle had been diagnosed, and the technician found that the vehicle would require the replacement of the thermostat, thermostat housing, as well as upper and lower radiator hoses. The total estimate provided to ************ at that time was $1,200.00 plus tax and fees.
  
  **ce provided with the estimate for the necessary repairs, ************ began to inquire with ****************** as to what he felt the overall value of the vehicle was. ************ was questioning whether it was in his best interest to have the vehicle repaired or voluntarily allow the lien holder to repossess the vehicle. ****************** informed ************ that he would not know the value of the vehicle and would not be able to assist ************ with that decision. ************ did agree at the end of this call to have the necessary parts ordered and would notify ****************** if he was going to move forward with having the repairs completed once the ordered parts arrived, at which time ****************** would contact him.
  
  The special ordered parts arrived on March 29, 2023. ****************** contacted ************ on that same day and inquired as to whether ************ had come to a decision with regards to moving forward. ************ informed ****************** that he had opted to not have the repairs completed and would be notifying his lien holder that he was going to voluntarily surrender the vehicle.
  
  ** April 20, 2023, ************ contacted ****************** inquiring as to why, when his lien holder attempted to retrieve the vehicle, it now had a balance due of $2,443.55. ****************** stated that ************ had authorized the repairs and that was the total due before the vehicle could be released to anyone. ************ stated numerous times during this call that he had not authorized the repairs to be completed and, therefore, should not have any outstanding amount due. ****************** stated emphatically that the repairs were authorized and the balance due would have to be paid before the vehicle could be released.
  
  Upon receipt of this Better Business Bureau complaint, Gossett Motor Cars Service Director ********************* contacted ************ to discuss this matter. ************** expressed our sincerest apologies with regard to this matter and explained that after an internal investigation we have confirmed that ************ was in fact correct and had not authorized the repairs. ************** explained to ************ that we did not yet know where our internal miscommunication came from, but regardless of the error he would not be charged for the repairs that had been completed on his vehicle. ************ stated that he appreciated our taking ownership for the error and would have his vehicle picked up.
  
  We believe this complaint can be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.
  
  
  Sincerely,
  
  *********************************
  Vice President
  Gossett Motor Cars
  

  
  

  Customer Answer

  Date: 05/25/2023

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

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

  107 **********

  ********, ** 38011

  
  

• Initial Complaint

  Date:05/02/2023

  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.

  I purchased a 2022 ********** jetta. At ****** they said I need brakes on the care. I felt maybe they were trying to get extra money out of me. I kept driving the vehicle because this is a brand new car that should have needed brakes that fast so I get to ****** miles and these brakes got worser than before. I was charged almost 600 on so brakes that didn't even last 1 year

  Business Response

  Date: 05/19/2023

  May 18, 2023
  
  ***************************
  Better Business Bureau
  *******************************
  *******, ** 38125
  
  Re: ID #******** - ***************************
  
  
  Dear ********************:
  
  Thank you for bringing this complaint to my attention. *************************** purchased her 2022 ********** Jetta VIN #***************** from Gossett Motor Cars on or about June 6, 2022. The vehicle was purchased new, and, therefore, **************** would be considered the original owner.
  
  On November 11, 2022, **************** brought her vehicle with ****** miles showing on the odometer to our ********** Germantown service department for a 10,000-mile maintenance to be completed. Our electronic inspection shows the rear brakes in question were marked yellow at that point, and we did not recommend replacing them. **************** has stated in her complaint, At ****** they said I need brakes on the care. I felt maybe they were trying to get extra money out of me. We did not recommend brakes to her at that time, and we can assure **************** that we would not recommend something in an attempt to get extra money from her.
  
  On April 1, 2023, **************** brought the vehicle to our service department for a 20,000-mile maintenance and also stated the driver side rear tire was losing air. At the time the repair order was created, the odometer showed ****** miles. ****** this visit, our technician found that the brakes were in need of replacement. Our service consultant advised that we could work the car in and have the necessary brake repairs completed if she could wait or leave the vehicle for the day. Our service consultant advised **************** that the brakes would be covered as per the guidelines of a manufacturer warranty extension related to the rear brakes that provided replacement coverage for 2 years or ****** miles, whichever occurs first. **************** advised she could not wait for the work to be done and would have to bring it back. Our service consultant advised her that the repairs should be done as soon as possible. Our records indicate that an appointment was made but then at some point rescheduled to May 1, 2023.
  
  On May 1, 2023, **************** brought her vehicle in for several concerns, one of which was that the brakes were grinding. The vehicle's odometer showed ****** miles at the time the repair order was created. Our technician inspected the vehicle and confirmed again the brakes were in need of replacement and had now worn to the point where the rotors had been damaged. Our service consultant explained to **************** that the vehicle had ***** additional miles on the vehicle since the previous service visit on April 1, 2023. Since we last advised brakes that were needed, the vehicle was now well outside any warranty coverage for brake replacement. Unfortunately, the warranty extension expired at ****** miles. Our service consultant provided an estimate to replace the rear brake pads and rotors. The estimate was approved by **************** and the rear brake pads and rotors were replaced as discussed. **************** paid her service invoice of $559.36 and left with her vehicle.
  
  We understand why **************** might have concerns that her brakes did not last one year. If you take into account certain conditions and driver tendencies, this is actually not unusual. The predominant factor one would consider when analyzing this brake wear issue would be the ****** miles the vehicle was driven in less than one year. We believe this is an important fact as it shows the high mileage being accumulated on her vehicle which is roughly double the average annual mileage according to the **************************** as well as other experts.
  
  We regret that this issue does not warrant a refund to be paid to ****************. The maintenance repairs were completed on the vehicle, and the repairs were authorized by **************** prior to their completion. We believe this complaint can be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.
  
  
  Sincerely,
  
  ***** Gossett
  Vice President
  Gossett Motor Cars
  

  
  

• Initial Complaint

  Date:05/01/2023

  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 purchased a vehicle from Gossett Motor Chrysler, Dodge Jeep, Fiat in Memphis, TN, in 2022. It was a brand-new Fiat 500X and it is still under manufacturer warranty. Soon after purchasing the vehicle, the vehicle started having issues. On January 15, 2023, the vehicle broke down and left me stranded in the middle of nowhere. I had the vehicle towed by to the dealership. The vehicle stayed in the shop for over 3 months. When it was supposedly repaired, I picked it up on April 20, 2023. As soon as I drove down the road the service engine message started flashing and one of the warning lights came on and has stayed on. I spent half of the day the next day at the dealership trying to get the issue resolved. I was told that a fuel had blown and had been replaced. Now, still the service engine message flashes and the caution light is staying on. I called the dealership the same day the car was released to me and told them that the car isn't fixed. The service manager told me to "drive slow" so the vehicle won't run hot and that I will have to bring it back in so that they can spend some time with it. I am tired of this. This is causing me a lot of stress and to miss time from work. I want a new car.

  Business Response

  Date: 05/16/2023

  May 15, 2023
  
  ***** ********
  Better Business Bureau
  3693 Tyndale Drive
  Memphis, TN 38125
  
  Re: ID #20002439 - ******* *******
  
  
  Dear Mr. ********:
  
  Thank you for bringing this complaint to my attention. ******* ******* purchased her 2021 Fiat 500X VIN #ZFBNF3A11MP945021 from Gossett Motor Cars on or about February 21, 2022. The vehicle was purchased new, and, therefore, Ms. ******* would be considered the original owner.
  
  On January 16, 2023, Ms. ******* had her vehicle towed to Gossett Motor Cars with a no start concern. The vehicle had 37,085 miles showing on the odometer. On January 19, 2023, our technician made the diagnosis that the vehicle had an internal engine failure and would require the replacement of the engine. These repairs were covered under the provisions of the manufacturer’s warranty. The parts required to perform this extensive repair were ordered and found to be on a factory back order. Due to the length of time it would take to acquire the parts, Ms. ******* requested a loaner vehicle. We contacted the manufacturer, and we were able to secure an approval to provide Ms. ******* with a free of charge loaner for the length of time it would take to complete the needed repairs.
  
  While the dealership was waiting on the parts to arrive, we were approached on two separate occasions by a representative of a repossession company wanting to take possession of the vehicle. The reason we did not comply with the repossession order was the fact that the vehicle was in the process of repair and was partially disassembled. It should be noted that the repossession representatives did have the proper documentation to take possession of the vehicle. The dealership reached out to Ms. ******* and made her aware of the repossession inquiries. Ms. Saddler stated that she intended to include the vehicle in her bankruptcy and asked us to not let them take it. Unfortunately, if a lender provides the proper documentation to repossess a vehicle, then we must cooperate with the process.
  
  On April 20, 2023, the repairs had been completed, and we reached out to Ms. ******* to let her know. We let her know that she needed to come pick up her vehicle. Ms. ******* arrived at the dealership on April 21, 2023, to pick up her 2021 Fiat. At the time of pickup, one of our Service Advisors, **** *******, asked Ms. ******* if she had returned the loaner car to Enterprise. Ms. ******* told him that she intended to return the vehicle later that day. On April 26, 2023, we received a request from Enterprise to extend the approval for additional days for the loaner vehicle. This is when we realized that Ms. ******* had misrepresented the fact that she was going to return the vehicle to Enterprise on April 21, 2023. Our dealership informed Enterprise that the loaner vehicle was only authorized until April 21, 2023, when she picked up her vehicle. We let them know that Ms. ******* would be responsible for any charges past that date.
  
  Ms. ******* returned to Gossett Motor Cars in her Fiat on April 27, 2023, with a check engine light concern. The vehicle had 37,179 miles showing on the odometer. Our technician attempted to diagnose the vehicle while Ms. ******* waited. We were able to discover a blown fuse, but we were unable to determine the cause of the failure because no detectable cause was present at the time. It was evident that we would need to spend more diagnosis time with the issue to properly repair the concern. Ms. ******* was unable to leave the vehicle at the dealership without being provided with alternate transportation. The prior loaner vehicle was approved and paid for by the manufacturer while her vehicle was being repaired. The fact that it was not returned on the day she took possession of her personal vehicle is what caused additional charges to be assessed. Ms. *******, therefore, has an outstanding balance owed to Enterprise, and she has stated she is not willing to pay the balance owed. Ms. ******* has contacted the manufacturer and requested that they pay the additional charges. Enterprise has made the decision to require payment of the outstanding balance before Ms. ******* will be put in another vehicle. Gossett Motor Cars is not responsible for the balance owed to Enterprise, and it would appear that this issue needs to be resolved before we can move forward with any attempt to secure another loaner vehicle.
  
  Ms. ******* made several phone calls to the dealership on Friday May 12, 2023, and she spoke to multiple employees about concerns she had with her service experience. Ms. ******* conveyed to several of our employees that she planned to sue Gossett Motor Cars and one of our employees in particular. She claims that our employees and the dealership discriminated against her, and she plans to file suit against us and the manufacturer as well. I spoke to Ms. ******* myself, and our conversation was not very productive. At the end of the conversation, Ms. ******* again threatened to sue the dealership and then hung up the phone.
  
  We regret that Ms. ********* vehicle still has an issue which needs to be diagnosed and addressed. We want to help her resolve the issue and move forward, but she has to give us the opportunity to inspect her vehicle. If she can make arrangements to leave the vehicle at the dealership, we will prioritize the vehicle to be looked at and repaired as quickly as possible. Under the circumstances, we will be unable to provide a free loaner car. We will contact the manufacturer on her behalf and see if they are willing to pay for another loaner car. Hopefully Ms. ******* and Gossett Motor Cars can somehow move forward with a more positive mindset that will initiate an outcome that will satisfy both parties. We want Ms. ******* to know that we would never want her to feel disrespected or discriminated against while she is visiting our dealerships. I can assure her that we will do our best to make her feel welcome during any future visits to our dealerships.
  
  We believe this complaint should be closed accordingly. If I can be of further assistance, please do not hesitate to contact my office at ************.
  
  
  Sincerely,
  
  ***** *******
  **** *********
  Gossett Motor Cars
  

  
  

  Customer Answer

  Date: 05/16/2023

   
  
  Complaint: 20002439
  
  
  
  I am rejecting this response because:

  What does all that Gossett have listed have to do with the complaint  that I have made  about a new car being a lemon? All of that repossession nonsense shows that this man is a racist and is trying to make me look bad. When I talked to the owner, Mr. *******, over the phone last week, he spoke like a racist and was very condescending. He didn’t want to hear anything that I had to say and kept cutting me off. He is a certified racist and black folk need to stop buying cars from him.  
  

  AGAIN, the car is MINE and he sells bad cars. He needs to take this lemon back. He wrote a whole book in the response that has absolutely nothing to do with my complaint. That shows how racist he is. 

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

• Initial Complaint

  Date:04/26/2023

  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 gave Gossett Motors a deposit of $1000.00, for a deposit on a 2023 Kia **** on 08/30/2022.. They said the deposit is nonrefundable and the car will come in 6 months. It has been almost 9 months and the car is still not here. they do not know when the car will come in. They said maybe in May of 2023. They have kept my $1000.00 for almost 9 months.. I contacted the sales manager and he said I cannot get my money back. I want Gossett Motors to refund my $1000..00.

  Business Response

  Date: 05/12/2023

  See attached