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:03/12/2024

  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.

  Monday March 11 2024 10:30am Lemon Squad inspector ***** was not ASE certified He didn't know what clear bra was He didn't notice the steeda IRS no hop and did not know it was suspension modification He started my manual car in gear and lurched forward almost hitting the van in front of me I just spent $10k fixing all oil leaks and he put on the report it has an oil leak He said rust on a car that has never left ******* ** I paid $200 for this garbage service, this is seriously wrong ******************************************* My driveway is now damaged with tire marks due to ***** starting my manual car in first gear causing vehicle to lurch forward

• Initial Complaint

  Date:02/13/2024

  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 needed a car inspected before purchasing. I signed up to lemonsquad to request a service. The online signup required credit card information - but at this stage the process ended and said that they would be in touch. But it didn't allow me to select the service that I needed at a time convenient to me. I called immediately to complain about not being able to select a time. Then i got an email offering a time for servcie that was not convenient (I was only in that city temporarily and the only time they could offier service was after I left) I spoke to someone on the phone and requested a cancellation of the service. He said it would be cancelled and said that I would be refunded - but after 4 months!!! I've tried to contact them via the online portal but its minimal and has no way to contact other than telephone - which is difficult because often there is no answer. i haven't yet been refunded and it has been 2 weeks.

  Business Response

  Date: 02/22/2024

  Hello,
  
  Lemon Squad has reviewed ************************* complaint. ********************* submitted an order on Lemonsquad.com for a vehicle inspection on January 31, 2024. The inspection was scheduled for February 2, 2024. Lemon Squad worked with the owner of the car to schedule a time to inspect the vehicle then contacted ********************* with the soonest available time it could be completed. Most inspection reports are available within 3 business days from when an order is placed.
  
  Lemon Squad's Terms of Service states all sales are final. If the vehicle is sold before it can be inspected, a credit will be provided for the same value to inspect a different vehicle. Lemon Squad's Terms of Service can be found at ****************************************.
  
  Lemon Squad has decided to provide a refund for $199.00 to ********************* as a one-time courtesy. The refund should appear in their account within the next 7-10 business days. If ********************* has any questions, they may contact Lemon Squad at ***********************************.
  
  Thank you,
  LemonSquad

• Initial Complaint

  Date:02/02/2024

  Type:Order 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 paid LemonSquad $200 plus tax on 2/1/2024 to conduct a PPI on a vehicle I'm interested in. According to the business that has the vehicle, LemonSquad's employee damaged the vehicle during the inspection process and left without leaving contact information or insurance for the accident. I've tried to contact LemonSquad through their website support, email support, and even by phone but have not received any information regarding the incident. Both myself and *************** would like restitution from LemonSquad, whether it be payment to the business for the damages, or replacement of whatever was damaged on the vehicle. I paid for an inspection, not for the company to send someone incompetent of doing the job I hired them for. I heard about them through online advertising after trying to find a reputable company to complete the ****

  Business Response

  Date: 02/09/2024

  Hello,
  
  Lemon Squad has reviewed ************************* complaint. ********************* placed an order online for a car inspection on February 1, ****. The inspection was completed on February 3, **** and the inspection report was provided to ********************* by February 5, **** after it was reviewed for accuracy by Lemon Squad. 
  
  During the inspection, ***************** had several interactions with the staff at **************** No one approached the inspector about any damage to the vehicle while performing the inspection. Prior to this complaint, Lemon Squad has not received any communication from ********************* or *************** about damage to the vehicle.
  
  Lemon Squad is declining to provide a refund. If ********************* purchased the car and suspects Lemon Squad damaged it during the inspection, they will need to submit a claim by emailing ************************************ If the car is still in the possession of ***************, it will be their responsibility to contact Lemon Squad. 
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If *************** wishes to pursue, they may do so on their own.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/22/2023

  Type:Product 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.

  Purchased a pre-purchase car inspection from Lemon Squad for $199. They send certified mechanics to car dealers/owners to inspect used/pre-owned vehicle prior to purchase. If they are unable to inspect vehicle before sale, they leave your order 'on account' to use with a different vehicle. Their policy is that after 90 days 'on account' you can request a refund. I purchased an inspection on 3/5/2023. Unable to complete that inspection, my order went 'on account'. In October 2023, 90+ days after last attempt to schedule an inspection, I requested a refund. Lemon Squad customer service acknowledges the refund request as appropriate, but the billing department has not issued the refund. Between 10/16/23 and 12/22/23, I have called weekly with no avail. Each call the customer service rep reviews my order ******** and acknowledges refund request, and apologizes for the billing department, promises follow-up communication on status (which then never happens). They will not or cannot give direct contact to the billing department. They cannot or will not provide copy of order receipt or invoice. So my only record is my back transaction (***** Fargo). My bank will not process disputes beyond 60 days of purchase - which inconveniently falls within Lemon Squads wait period to request refund. Please help.

  Business Response

  Date: 12/29/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *********************. Two car inspections were scheduled for different cars in March of 2023. The first inspection was placed on hold by ************************* request. The second inspection could not be completed because the car was sold before the inspection occurred. Lemon Squad provided a credit to ********************* to perform another car inspection at a later date. 
  
  In the event a car is sold before the inspection occurs, Lemon Squad provides a credit for the same dollar amount towards another car inspection. This is explained in Lemon Squad's Terms and Conditions at **************************************** labeled under 'Reschedule and Cancellation'.
  
  ********************* did not qualify for a refund according to Lemon Squad's Terms and Conditions. However, an exception was made and a refund was offered. Since the original payment method on file changed, the payment could not be refunded back to their credit card. Lemon Squad agreed to mail a check with the refund amount to *********************. This process will take longer than refunding back to the original credit card.
  
  Lemon Squad confirmed a refund check for the full amount was mailed on December 22, 2023. It can take up to fifteen working days from the day it was mailed to receive the check. If ********************* has any additional questions, they may contact Lemon Squad at ***********************************.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 12/29/2023

  I have been informed by lemon squad that refund was approved in October 2023.  I am skeptical that check has been issued.  I will agree that case is resolved when check is received, but not prior.

  Customer Answer

  Date: 01/17/2024

  Check for $199.00 from Wrench, **** with issue date of 12/22/23 and memo: LS refund order ****** was received by **** on 1/6/24. Thank you to BBB for the support in contacting the vendor and resolving this dispute.

• Initial Complaint

  Date:11/15/2023

  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 paid for a standard inspection on a vehicle to be done on it before I bought it. The inspection was done by the inspector at 9am on Monday, 11/13 and uploaded at around 7pm on Monday as well. I didn't receive the results of the inspection until 6pm today, 11/15. Also, the inspector states in the report that he didn't conduct a road test, which was supposed to be included in the inspection that I paid for. However, I was not given a refund or offered any discount for this. Not only that, I sent 2 messages regarding this inspection, order ****** and have not received a response.

  Business Response

  Date: 11/21/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *************************. Lemon Squad received an online order to inspect a vehicle on Sunday, November 12, 2023. Lemon Squad inspected the vehicle on Monday, November 13, 2023 and provided a completed inspection report by Wednesday, November 15, 2023. Most inspections are completed within two business days from when an order is placed. An inspection report was provided to ************************* within the time frame stated in Lemon Squad's FAQs. FAQs are located at *********************************************;
  
  Lemon Squad did test drive the vehicle. However, it was limited to the parking lot where the car was parked. The owner of the vehicle did not have the car licensed to drive on public streets.
  
  Lemon Squad provided a well documented report with over 50 images and detailed notes of the vehicle. So the refund request is being denied. If ************************* has any concerns with the report, they are welcome to email *********************************** so the report can be reviewed further.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20877475
  
  I am rejecting this response because:

  They could at least honor a partial refund for the poor customer service that I received and the ******************** was not done thoroughly either. I sent two emails and neither one were responded to. NOW this business decides to respond.

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

  Business Response

  Date: 12/05/2023

  Hello,
  
  Lemon Squad has reviewed the rebuttal. The inspection report was fully completed and provided to ************************* within two business days from when the order was placed. Lemon Squad is declining the refund request. ************************* is welcome to contact Lemon Squad with any follow up questions by emailing ***********************************.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20877475
  
  I am rejecting this response because:

  The "inspection" was not what I paid for and it was not done correctly. I paid for a complete inspection. Not someone to look at the car from outside and check off things on a list. I could have done that myself.

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

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 11/8 an order was placed for a mobile inspection of a vehicle prior to purchase. The lemon squad went to the dealership to do the inspection but the car couldn't be found. After he went there a couple times in an attempt to do the inspection they called me and let me know it couldn't be completed. I asked for a refund, which I was told would be mailed to my mailing address. I still have not received my refund.

  Business Response

  Date: 11/20/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *********************************. An inspection for a used car was ordered on November 8, 2022. Lemon Squad attempted to schedule the inspection with the car owner, but could not get in contact with the seller. The inspection was not completed and Lemon Squad provided ********************************* an inspection credit for another vehicle. If the inspection credit remained unused for 90 days, then ********************************* could request a refund. 
  
  ********************************* contacted Lemon Squad on November 14, 2023 to request a refund for the unused credit. Lemon Squad approved a refund for the full amount, but there was a processing error preventing the refund from transferring back to them electronically. On November 14, 2023, Lemon Squad offered to mail a check to ********************************* for the amount being refunded and were informed it can take up to 7 to 14 business days to receive it. 
  
  The refund request was approved and a timeline was provided at the time of the approval for when to expect the refund in the mail. If ********************************* has any questions regarding the refund status, they can email Lemon Squad at ***********************************.
  
  Thank you,
  Lemon Squad

• Initial Complaint

  Date:11/13/2023

  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.

  I started an auto inspection with Lemon Squad that I never used in 6/2020. I recently called and had an offer to receive a refund payment. I was quoted $266 dollars. I was told that Chelsea V***** was on medical leave and couldn't process a refund. She was the only one who can process the refund. A week goes by and they tell me that Friday that the check was in the mail and I'd receive it the following week. NOPE, nothing. I continued to call in repeatedly because I kept getting false information. So the company decided to block my number. I called and called and finally spoke to a manager who claimed Chelsea would be back in the office today and the check would be processed by Friday 10. Chelsea V***** sends me an email stating I would receive the refund but delayed because of the 3day weekend (Veterans Day). They go as far as adding me as a vendor to bill.com. Bill.com sent me a verification email to verify my bank account. And I did. Bill.com sent me a $.01. I tried to reach Lemongrass Squad and when I got through, they hung up. They closed my chat. I had to call from another number.

  Business Response

  Date: 09/01/2024

  Hello,
  
  Wrench, ***** d/b/a Lemon Squad (Wrench) has reviewed **************** complaint. Wrench has already provided ********************* a courtesy refund. If ********************* does not see the refund in their account or has not received a reimbursement check in the mail, they can contact Wrench at ****************************************** for assistance.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:10/21/2023

  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.

  I paid around $200 for an inspection on a car for sale. The inspection was completed, and everything checked out for the most part on the report. Many of the details were inaccurate, and made the car unsafe to drive. I have now spent around $3000 in the first month of owning the car, fixing issues that they claimed were good and had no problems. These areas include suspension, tires and wheels. Many details were inaccurate such as tire size, condition, and suspension condition. I would never have bought the car if these issues were legitimately looked at.

  Business Response

  Date: 11/17/2023

  Hello,
  
  We have reviewed the complaint from ******************. Lemon Squad was scheduled to inspect a vehicle for ****************** on September 29, 2023. An inspector arrived at the scheduled time and performed the inspection. The inspection report was ready and available to view by September 30, 2023.
  
  Lemon Squad's inspectors take dozen of photos of every car and include detailed notes. The inspection completed for ****************** included over 80 images of the car. 
  
  Used car inspections are not guaranteed by Lemon Squad. This is because the inspectors cannot see internal parts such as the engine or transmission. Customers are responsible for maintenance and repairs if they decide to purchase a vehicle.  Since the car Lemon Squad inspected was parked on the street, taking pictures under the car would be difficult. However, images from under the vehicle were provided. Lemon Squad's inspection guarantee is explained in the FAQs at  ***************************************.
  
  Lemon Squad provides a process for customers to escalate concerns with their inspection reports. Customers can escalate their concerns to ************************************ Lemon Squad's records show that ****************** has not reached out to Lemon Squad directly regarding their concerns with the inspection report. 
  
  Lemon Squad is declining to provide compensation for the repairs that have been completed on the car. If ****************** found issues with the inspection report, they are welcome to contact Lemon Squad at *********************************** for assistance. 
  
  Thank you
  Lemon Squad

• Initial Complaint

  Date:10/16/2023

  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.

  Did not deliver the service I hired for

  Business Response

  Date: 09/01/2024

  Hello,
  
  Wrench, ***** d/b/a Lemon Squad (Wrench) has reviewed ****************** complaint. Wrench has received more than one order from ********************* for a pre-purchase vehicle inspection. To Wrenchs knowledge, each order has been fulfilled. If ********************* has any questions about the inspections, they can contact Wrench at ****************************************** for assistance.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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 ordered a pre purchase inspection from lemon squad they gave me a date and time the mechanic would be available because I was going to meet him/her at the car dealership the time was moved up on the scheduled date and I was unable to meet the lemon squad mechanic there!!! I didnt receive the report until 2 days after the inspection which was fine but the vehicled had been sold I believe it was sold before the mechanic did the inspection and the mechanic did the inspection anyway to get the money

  Business Response

  Date: 10/04/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from ***************************. Lemon Squad was scheduled to perform a vehicle inspection which was successfully completed on September 13, 2023. Lemon Squad did not inspect the vehicle before it was sold. This was confirmed by speaking to a representative from the dealership where the car was located at. 
  
  However, the car was sold before Lemon Squad could provide the inspection report to ***************************. Lemon Squad has approved a refund for the full amount, $199.00. This should appear in their account within 7 - 10 business days from 9/29/23, the date the refund was issued. If *************************** has any questions about the refund, they can contact Lemon Squad at **************.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************