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:06/13/2023

  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.

  Bought a 2017 dodge grand caravan on 4/25/2023. A few days later check engine light pops up with a code that has to do with catalytic converter. Called the dealership and the man on the phone said since we didnt mention this at the time of purchase they couldnt do anything about it. The car started to drive worse and a few weeks later the transmission started acting up. We had to pull over and get towed to a shop. We have gotten two opinions from a Dodge dealership and a highly reviewed auto shop and it turns out both catalytic converters need replaced as well as a whole new transmission. luckily we got an extended warranty through a different company, but are unsure if this is all covered. On top of all of this the rotors and brakes were bad but did not realize until after we drove the car on the highway after purchasing it. It should not have passed inspection. They said the same thing about it - that since we didnt mention at purchase there is nothing they could do. We are a family of 5 with our 4th baby on the way. I am now 800 down on a rental car so far this is. It including the weeks ahead of actually getting the van fixed and have no idea if the warranty will even cover these issues. The van is not drivable. I felt they knew this was the case and just cleared the code to sell it. On top of all this they let us bring it back to fix the ac in the rear (since we mentioned before buying) and when they gave us the borrowed car it was on e with low tire pressure. Once we got the van back three days later it makes a hissing noise now every time the ac turns on and it doesnt seem like it is much colder in the back. They also sent us incorrect paperwork to get the title switched over so after going and waiting at the dmv (only for them to tell us the paperwork was incorrect) we have to now wait for them to send us via mail the correct paper work.

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

  Consumer declined the purchase of an extended warranty , We addressed her concerns in house at no cost to the consumer.

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  we did purchase an extended warranty through a third-party However, none of the things that were actually broken on the van were covered.

  Regards,
  
  *************************
  
  
  
  

  
  

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They were supposed to fix an AC issue before we took the car home but had us bring it back a little while later. This had nothing to do with the other issues. Even though I had asked about the noise on the car when bringing in for the ac repair  thanks! 

  
  Regards,
  
  *************************
  
  
  
  

  
  

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They were supposed to fix an AC issue before we took the car home but had us bring it back a little while later. This had nothing to do with the other issues. Even though I had asked about the noise on the car when bringing in for the ac repair  thanks! 

  
  Regards,
  
  *************************
  
  
  
  

  
  

  Business Response

  Date: 03/13/2024

  No longer under Warranty period and outside of our 5 days exchange /return policy. There is nothing more we can do. 

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The point is it had a brand new inspection but had issues that shouldnt have passed inspection   And was still sold  knowing this  

  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:05/12/2023

  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 car nova from ***********************, within 48 hours of purchasing the car the engine seized on the side of the road. I was told that the car was fully inspected and given the inspection report which was falsified. I also have several mechanics which pointed out faulty work on the car as well. He sold me this car as a young female, looking to begin my family, and put ** in a dangerous vehicle. *** owned the car maybe three years and havent even been able to drive it for three months. *** been stuck with a car and the business owner has not met any solution with me and anytime I mention it to him he begins to verbally harass me and curse at me. I just want to safe car for my daughter and ****** been paying monthly on something that has been broken since the first day I bought it because of a scummy sales man.

  Business Response

  Date: 05/12/2023

  Sorry to hear about your situation unfortunately we cant find your name in our database also we never had a employee by the name of *** are you sure you purchased a vehicle from CarNova in ********, ********  I see your address on compliant is from ******** there is two dealerships in ******** with the same name that we are NOT a part of.

• Initial Complaint

  Date:04/27/2023

  Type:Product 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 Tuesday April 18th I contacted Car Nova (Car Star) about a vehicle that was for sale. An associate named ***** assisted me over the phone and sent me a credit application, I submitted it and paid a deposit on the vehicle as Linet asked, and is customary of dealerships in order to reserve a vehicle while the financing aspect of the deal is being taken care of. At no point did I agree to purchase this vehicle and have it prepped to be taken off the lot, especially considering Car Nova, ****** the finance manager and myself did not come to an agreement on the terms of financing. At no point in time did I sign a buyers order or any type of document that would be considered a purchase agreement for the vehicle. I never received any email confirmation with any documentation of the such. My final conversation with ******, was that I would not be purchasing the vehicle and requested my deposit back. I also submitted an message via *************************************************** advising that I would not be purchasing the vehicle and want my deposit back. No where on the website are terms and agreements either, otherwise one would assume the deposit refund policy would be listed on there, but it is not. I was never told my deposit was non-refundable, verbally or written.

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows :

   

  Customer requested financing and agreed to leave a non-refundable deposit. We took the vehicle off the internet for the consumer. 3 days later he responded with *****'s remorse

• Initial Complaint

  Date:02/13/2023

  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.

  My nightmare began December 27, 2022. I was looking to purchase a cadillac DTS car. In my search it lead me to Car Nova threw Cargurus. I was then contacted by a person in the name of *********************. Whom upon my request was supposed to send me updated and current pictures of the vehicle that was on sale. After about a week of back and forth via email. I finally got some pictures but they were not the pictures of the car that was advertised. I protested and was trying to contact this ***** person for more recent pictures. Again after another week of no communication and no resent pictures. I finally got what I thought was the resent photos of the vehicle they claimed to be selling. So on that note I sent a deposit of $50 to secure my purchase. In the mean time I was still waiting for more updated photos. Again after finally getting what I thought was the current pictures. I decided to make the purchase, $23, ******. I had to vehicle sent to me. The vehicle arrived at my residents 2 days later and it was absolutely not the vehicle that was advertised. They had sold a me lemon! I made my phone calls to let them know how unhappy I was and I didn't want the car and was sending it back. They said I had 5 days to send it back to get a refund. I had to have it shipped back..... now They are giving me a hard time about my refund. Now I unfortunately will have to get my Lawyer involved. These people need to be put out of business.

  Customer Answer

  Date: 02/15/2023

  i am trying to send the documents you requested and i am unable to proceed. please advise..

  Customer Answer

  Date: 03/11/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  ****** ****
  

  Customer Answer

  Date: 03/13/2023

  Good Morning to whom it may concern, 

  
  

  I have not received any correspondence from Car Nova directly. I do thank you for taking the time to look into this matter. I will be resolving this matter with my lawyer at this point. They still owe me a refund that I have yet to receive. 

  Thanks again. 

  
  

  Warmest Regards, 

  
  

  ****** ****

  Business Response

  Date: 03/13/2024

  Business response received from business is as follows:

   

   

  Consumer did return the vehicle and was refunded his down payment minus the restocking fee. Consumer was taken care of.

• Initial Complaint

  Date:01/27/2023

  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.

  J *********** pressure ******* AVP ************ ***** manager ************ ********************* AK - G manager I purchased my 2012 Suburban for $19,995 on December 13 2022. I drove the car for about 3 weeks before it broke down and I wasnt able to drive it again. I took my car three different shops for an estimate and was told it would be between 5-6k to repair. The car came with a limited warranty that would only cover about $1400 of repairs. When I contacted the Carnova and spoke with AK the general manager, he said oh well cars break and there was nothing he could do to help me. He was not empathic and didnt take accountability for selling me a car they knew had problems. Now Im stuck with a car I have to get repaired as well as pay the loan. The refused to help me in anyway.

  Customer Answer

  Date: 02/14/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

  Consumer sued ** and lost. His complaint was under false pretenses. He was upset that the warranty would not cover all repairs. The "warranty" we paid for for and he received at no extra cost.

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I paid for the warranty on my car. Here are the documents to show where I paid. Car Nova is lying and they sold me a car where they did not disclose the issues with the car. They fraudulently misrepresented the details of the vehicle, and the warranty did not cover repairs.

  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  Date:01/24/2023

  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.

  Two weeks ago I purchased a car at carnova. I called in to inquire about the carfax report I was told it had a clean history. The next day I went in to test drive that day I asked for a copy of the Carfax they said not to worry it has a clean record. They said they were unable to pull it up their system was down. They assured me that the car had a clean record. I purchased the vehicle they told me by the time it got delivered the following day there would be a copy of the carfax report left in the car. They dropped off the car the report was not there. The driver told me they forgot he called the finance manager in front of me they told me once again that it would be forwarded to me that day. The following day I finally received the carfax report and there had been an accident. I then took it to a mechanic to get an inspection where I was shown over $1,200 worth of repairs needed to be done. This car dealership practices in deception and manipulation to close a deal. I have never purchased a car that has had any prior accidents. They don't even do any vehicles inspection other than checking for codes coming up on the computer. This dealership should not be allowed to advertise that they utilize Carfax

  Customer Answer

  Date: 02/16/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

   

  Consumer misunderstood clean title verses Carfax history. Vehicle had a clean title and the Carfax report stated the vehicle had accident reported. On our website Carfax reports are free and public record for all of our vehicles.

• Initial Complaint

  Date:01/22/2023

  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.

  A week after purchasing the vehicle the engine locked up and the warranty company told the dealership to handle it. After installing the engine they claim the torque converter went bad as well. A mechanic on 1/20 said they replaced the starter because they thought that was bad after installing the motor. After the starter got replaced the torque converter got replaced but the service manager has no knowledge of the starter being replaced so its very concerning who is telling the truth. Dealer had the vehicle since 12/7/22 and did not provide updates for the 6weeks and 3 days they had it and charged us $700.40 for fluids and for taking it to a ***** dealership to be put on a scan tool. I was told all the info would be emailed so we had records but they have yet to provide any info along the way Ive asked multiple times for. Mechanic at the shop on 1/20 said it was good to go minus detailing but 30 minutes prior ***** at CarNova said they were having it towed and had an appt at ***** for it on 1/20. On 1/20 the vehicle had 91,445miles on it and on 1/21 when I was told the vehicle was ready for picked up it had 91533.I doubt there is any proof it went to a ***** dealer and wont show on a Carfax which any work done by a dealership will be on a Carfax report. Their lack of willingness to provide information is suspect at best and the fact we cant get any invoices for parts or fluids or a record or invoice from where they took it to ***** is concerning. There is a noise coming from the transmission less than a day after picking it up because the front pump in the transmission is probably damaged from when the engine was pulled with the torque converter on it. They drained and flushed the transmission before installing the torque converter. These guys are full of excuses and stories dont add up and Im sure the invoices dont either for what we were apparently charged for. Somehow they claim they have a A+ rating with the BBB but arent Accredited at all by the BBB.

  Customer Answer

  Date: 02/13/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

   

  We replaced engine and went above and beyond. no receipt for ****** the repairs that were made were ****** and superceed the amount the consumer paid. Why doesnt his complaint mention the 10K worth of repairs we did for the consumer

• Initial Complaint

  Date:12/31/2022

  Type:Product 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 am sending you supporting docs, also the heated and cooling seats do not work at all, that is another $1000 to have them repaired, the lighted sun visors do not work, the rear window defogger and the heated window washer button does not work as well, as of 01/02/2023 I am scheduled to have the air shocks and the compressor repaired another $700.00. I am spending a lot of money on repairs and a lot of this should have been seen if the car was inspected by Car Nova and the so call inspection company, they took the vehicle too. and I still have to have the transmission replace another $3500.00, all the thing I am talking about is their problem not mind, especially if you are going to over charge someone you make sure all is correct before leaving the lot.

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

   

  5 day return , decided to refuse warranty

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a car from Car Nova in ******** **, August 5, 2022. , with the present mileage at time of purchase was 6,3811. The mileage at present is 6,80400. We called Car Nova a month later in re to the break pads, they said that was normal wear and tear and would not accomodate us. We have not driven this car since September, The engine smokes and shakes and can't press down on the break. I called my *************** Gateway, and they told me they have no say in the matter. We had already changed the spark plugs and added new break pads.

  Business Response

  Date: 03/13/2024

  Business response received via email is as follows:

   

   

  Outside of the 5 day return. ** inspection passed, brakes were fine.