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:09/14/2023

  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 $248 for a vehicle inspection on 7/22/23 My order was #****** The dispute doesnt involve advertising. The business promises a comprehensive pre-purchase vehicle inspection: heres whats in the advert - Computer diagnosis of engine, transmission, ABS, and air-bag - Comprehensive mechanical inspection of complete drive-train - Inspection of the steering, suspension, and brakes - Check for previous accident damage and flood damage - Road test - Fluid levels check - More than 25 pictures - Pre-purchase used car inspection The business has given me the run-around since I submitted a complaint on 8/29/23 calling several times to follow-up to no avail. The dispute is they inexcusably missed significant issues. In my view they should refund me and pay for cost to repair all the issues they missed or inaccurately described because their inspection was the basis of my purchase for this vehicle.Id be seeking reimbursement of roughly $3000: $2800 car repair + $250 for my original charge.The main issues were - Brake rotors were warped however the inspector said they were in good condition $750 - No picture or mention was made of the paint sun damage on the roof likely $1500 - Scratches that were documented as minor; however minor scratches do not penetrate the clear coat (these do) and there is an easy test $500 other issues include - me not being able to get the verbal report i was promised (only received a voicemail) then I couldn't reach them - The tire pressure sensor light was on, which they noted, but any competent inspector would have checked the root cause through simple inspection. It's unacceptable that they didn't catch it wasn't simple reset required, but the tire pressure sensors were not working

  Business Response

  Date: 09/23/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *************************. A vehicle inspection was performed on July 26, 2023. Lemon Squad has been speaking with ************************* regarding their concerns with the inspection report. 
  
  On July 26, 2023, the inspector arrived at the vehicle and performed the inspection. While inspecting the vehicle, the inspector took several pictures and added detailed notes of what they observed. Many images include exterior images of the vehicle with sun damage, faded paint, and scratches. When performing the test drive, the inspector confirmed there were no vibrations or pulsating that would indicate an issue with the brakes. 
  
  After completing the inspection, Lemon Squad attempted to contact ************************* to provide the verbal vehicle assessment by phone. A few voicemails were exchanged, but Lemon Squad was unable to speak with *************************. A refund for the verbal assessment has been approved. A refund for $29.99 will appear in ***************************** account within **** business days.
  
  Lemon Squad has determined that no additional refunds will be provided. The inspection report was very comprehensive. It included images and notes of the cosmetic issues that were mentioned by ************************* in their complaint. 
  
  Lemon Squad provides a method for customers to dispute issues on their inspection report. If ************************* is having issues with their vehicle's brakes, they can reach out to *********************************** or they can call ************** for assistance.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20607653
  
  I am rejecting this response because: as you can see from my mechanics attached inspection there were, in fact, problems with the brakes. And vibrations could easily be felt (by me who's not a professional). Lemonsquad also negligently did not investigate the tire pressure sensor light, which was due to faulty sensors; this would have been identified by any competent mechanic and differentiated from a simple system reset required. lemonsquad listed scratches as minor, which they are not, some of them go well through the paint and require paint touch *** and some down to the metal; theres a technical definition of a minor scratch that's easily checked and any competent inspector would list these as moderate scratches and clarify that the were through the clear coat, paint, and in some cases down to the metal. Lemonsquad did not picture the major paint damage on the roof that will cost over **** to repair. 

  Lemonsquad should issue a full refund AND cover all costs incurred by me to fix mechanical, roof paint, and scratch issues that they negligently missed
  

  In addition they've been avoidant of my attempts to resolve the complain with them stalling then never communicating

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

• Initial Complaint

  Date:08/09/2023

  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.

  In February 2023 I was in the process of purchasing a used car and paid for Lemon Squad to inspect a car I found but the dealership would not allow me to have the vehicle inspected and Lemon Squad promised a refund in the form of a check after 90 days. It has been 3 months past 90 days and I never received anything from them in the form of a refund and when I contacted them today via their messaging app, they cut off contact once they learned I still wanted my money refunded.

  Business Response

  Date: 09/01/2024

  Hello,
  
  Wrench, ***** d/b/a Lemon Squad (Wrench) has reviewed ************************* complaint. *********************** requested a pre-purchase vehicle inspection from Wrench. Wrench was preparing to schedule the inspection, but *********************** reached out and informed Wrench that the owner of the vehicle did not want to schedule an inspection. *********************** was provided a credit from Wrench to inspect a different vehicle. 
  
  Per Lemon Squads Terms and Conditions, All sales are final for inspection Jobs ordered on the Lemon Squad website.
  
  Wrenchs Terms and Conditions can be found at ****************************************.
  
  If *********************** has questions about the credit, they may contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/28/2023

  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.

  July 10: Placed an order for a vehicle inspection July 12: Vehicle inspection occurred and report was emailed to me. When I opened the report, the inspection was done on the wrong vehicle. July 13: Called Lemon Squad to let them know and ask for either a refund or inspection of the correct email. Was directed to send an email to the main email and there would be a resolution in 1 week. Sent an email with all the above information as well as a photo from the dealer website showing the two vehicles-the one I placed the order for and the vehicle that was inspected.July 21: Called to ensure my email was received and see if there was a resolution. Received confirmation email received and told a manager would call me later that day. No call was received.July 24: Called again for status updated. Told the same; someone would call. No call received. July 25: Called again for status updated. Told the same; someone would call. Asked to speak to a manager and was informed there is no way to transfer to manager, only inter-messaging system and would need to wait for a call. Asked for a refund to be initiated. CS agent sent message to management. No call received. July 26: Called again for status updated. Told the same; someone would call. CS agent sent message to management. No call received. July 27: Called again for status updated. Told the same; someone would call. CS agent sent message to management. No call received. July 28: Today, filing report with BBB. No contact has been made from Lemon Squad to me, despite multiple daily phone calls.

  Business Response

  Date: 08/06/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from ***************************. An inspection for a vehicle was scheduled on July 10, 2023 and was completed within 2 days. 
  
  *************************** contacted Lemon Squad and reported that the wrong vehicle was inspected. However, the *** from the vehicle inspection report matches the submission that was placed online at lemonsquad.com. A manager from Lemon Squad will contact *************************** regarding the results and determine if compensation is applicable.
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20389836
  
  I am rejecting this response because:

  I have been waiting for a response from Lemon Squad for over 3 weeks and have not gotten a response; despite multiple phone calls made from me to Lemon Squad. 

  The *** on my order does NOT match the *** of the vehicle inspected. This is evident via the screen shots from the vehicle listings I attached to my email to Lemon Squad and my email to the BBB. 

  I am requesting a FULL refund of my order. 

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

  Business Response

  Date: 08/15/2023

  Hello,
  
  Lemon Squad has reviewed the rebuttal. Lemon Squad contacted *************************** and discussed the results of the report with them. A decision was made to provide a full refund for the inspection. *************************** will see the refund appear in their account within **** business days. If *************************** has any additional questions about the refund, they can contact Lemon Squad by phone at **************. 
  
  Thank you,
  Lemon Squad

  Customer Answer

  Date: 08/23/2023

  After 5 weeks of waiting for a call back, I received a call from a manager. He compared the photos of the *** to the *** on my order and confirmed the two did not match. 

  I have been issued a full refund. This issue has been resolved. 

• Initial Complaint

  Date:06/20/2023

  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 hired Lemonsquad to inspect a 2019 Jaguar I-Pace in May 2023 that I wanted to purchase because I was wanting to purchase it out of state from **********. Reference Lemonsquad report#******. They contracted an inspector and the inspection was performed as advertised except that when we received the vehicle one of the key fobs was not working. Initially I thought it was a battery issue but after replacing batteries and it still not working it will either need to be programmed or replaced with a new one. The dealer quoted me $250 - $600 for this depending on what needed to happen. I had hired Lemonsquad to avoid this sort of issue and they told me it had been part of the inspection process. After complaining about this issue with Lemonsquad I was told they would talk to the inspector and raise it to management and get back with me. After emailing and calling back again, I have yet to be contacted after more than 2 weeks.

  Business Response

  Date: 06/29/2023

  Hello,
  
  LemonSquad has reviewed the complaint from ***********************. A LemonSquad technician was scheduled to inspect a car for *********************** on May 8, 2023. The technician arrived on site and completed the inspection as ordered. 
  
  The inspection report from LemonSquad provides a thorough overview of cosmetic damage and obvious mechanical issues on the vehicle. The report included over 80 images of the car with detailed notes of the issues the technician found. If the keys are damaged or not working, those details would be included within the report. Throughout the inspection, the technician had no issue using the keys the former owner provided.
  
  When LemonSquad inspects a car, the report will reflect the current state of the vehicle. LemonSquad is not responsible for changes to the vehicle after the inspection takes place. LemonSquad is confident the report was completed thoroughly at the time of the inspection and has declined to offer a credit or refund. If *********************** has any questions, they are welcome to contact LemonSquad by phone at ************.
  
  Thank you,
  LemonSquad

• Initial Complaint

  Date:05/22/2023

  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.

  On April 22, 2023, I ordered a report from this company for a classic car located in California. I live in Illinois. I paid a total of 378.98 for the report plus extra options. The technician that did the report falsified vital information on the report checking off multiple things as fine when such options were not even installed in the car from the factory. Other information was marked not applicable when it definitely was applicable, and the technician just didn't bother to check. Other things were marked as fine when clearly, they were not operable. Other items were clearly broken and checked off as fine. The combination of wrong information, items being marked N/A, and downright lies complied a report that was intentionally deceitful and terrible. Some of the problems that were false on the report are listed but not limited to just this. Engine number, transmission number, windshield washer, dings on the vehicle, exterior lights, door mirrors, bumper, horn, seat belts, radio, dash, dash gauges, blower motor, power steering, clutch performance. Even trying to communicate a complaint has been an ordeal. Constantly being told that no manager is available and that I need to submit my complaint online. I have had one single response from this company in regard to my complaint with them only refunding a fraction of what I paid for this fake deceitful report that was useless.

  Business Response

  Date: 09/01/2024

  Hello,
  
  Wrench, ***** d/b/a Lemon Squad (Wrench) has reviewed ************************* complaint. *********************** ordered a pre-purchase vehicle inspection from Wrench. The inspection was performed on April 26, 2024 and the report was ready to be viewed by April 27, 2024. 
  
  Wrench received feedback from *********************** regarding the inspection report. In May of 2023, a partial refund was provided as a courtesy to ***********************. If they have questions about the refund or inspection, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:05/15/2023

  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 purchased an inspection, from lemon squad, for a vehicle I was considering buying for my kids. This cost me $299. Due to the results of the inspection I purchased the vehicle for $2500 in a private party sale less then 16 hours after inspection. The vehicle was driven to my location. The difference between the condition of the vehicle per the inspection report vs the actual condition of the vehicle is vastly different. It was reported that the vehicle was in good working condition, all fluids were at recommended level, and no dash lights were on, all lights and signals were in proper functionality. Before even driving the vehicle ourselves, the check engine, e brake and oil pressure lights were on. The blinkers do not work, the power steering whines and jerks. In attempt to drive it around the block, it stalled and didn't want to restart. I parked it and immediately checked the fluids. The coolant was empty, it took almost an entire bottle of antifreeze. The oil was not even registered on the dip stick, I had to add 5 quarts to it. The power steering fluid, has a serious build up of leaked fluid that is clearly not a new problem, also almost empty. It sat overnight and the next morning there is a stream of fluids running down the road under and behind it. There is more wrong with the vehicle then there is right. Underneath the vehicle it is evident there has been leaking fluids for some time. The exhaust leak that was noted in the report and the inspector verbally told me that it was not leaking into the cab, is leaking into the cab. The plastic housing around the radiator is broken and flopping around. All of the clips around the air filter housing are broken, the plastic on the outside of the steering column is busted and just teetering on top of it. The rear passenger side interior door panel completely fell off when we opened the door from the insidebAll of the wiring under the hood has been torn apart and electric taped lemon squad has not replied

  Business Response

  Date: 05/24/2023

  Hello,
  
  LemonSquad has reviewed the complaint from *********************. ********************* scheduled a used vehicle inspection for April 20, 2023. The technician completed the inspection and ********************* was provided an inspection report. The report was a reflection of the vehicle at the time of the inspection. 
  
  LemonSquad provides a visual and mechanical inspection which spots obvious issues on the vehicle. However, LemonSquad can't diagnose an issue if there is not a known defect. 
  
  LemonSquad has been in contact with ********************* since they received the vehicle and are aware that the vehicle's condition has changed from what was originally reported. A full refund for the inspection was provided on May 15, 2023 and should appear in their account within 5-7 business days. If ********************* has any questions about the refund, they can contact LemonSquad by phone at **************.
  
  Thank you,
  LemonSquad

• Initial Complaint

  Date:05/11/2023

  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.

  On 4/14/2023 I received a pre purchase inspection done by Lemon Squad for a car I was looking at purchasing. On the report the inspector states that he checked all portions of the vehicle and drove it. After purchasing the vehicle after the report came back "good", I had the vehicle shipped to me. After looking in the engine bay for just 30 seconds it was clearly evident that the coolant overflow tank for the vehicle wasn't hooked to anything and was just lying in the engine bay, the inspector marked this system as "good" on his inspection report. He clearly didn't actually inspect it. Several other issues are noted with the vehicle, such as the heater blower motor was marked as good, It doesn't even function. The inspector even marked the navigation system in the vehicle as "good" when the vehicle does not have one. I reached out to lemon squad to inform that the inspection that was done was clearly falsified and I hoped that this is not how they conducted their business. The vehicle was marked as "running good with plenty of power" when the vehicle was almost impossible to be started due to a clogged carburetor. As a result, I've had to have the vehicle towed and spend almost 2,000 just to make the vehicle operable when their inspector states it was operating good. I'm simply asking them to at the very least refund the amount I paid for the inspection since it was obviously not done correctly. They responded with a blanket statement saying that they guarantee nothing, and they ensure that their inspector did a good inspection which could be possible, however the report given to me clearly wasn't done correctly. I have uploaded the copy of the inspection report that was done. You can see on page 25 the coolant overflow tank I am referring to; I wish I had noticed then that it wasn't hooked up to anything - when you examine the photo you can see it's not attached to anything.
  
  I simply want a refund and them to accept responsibility and apologize.

  Business Response

  Date: 09/01/2024

  Hello,
  
  Wrench, ***** d/b/a Lemon Squad (Wrench) has reviewed *********************** complaint. ***************************** requested Wrench to inspect a vehicle. Wrench performed the inspection on April 13, 2024 and provided the report to ***************************** by April 14, 2024. 
  
  Per Wrenchs Terms and Conditions: 
  
  Neither we nor any Technician advises on the value of any vehicle, whether or not to purchase a vehicle, or authenticates a vehicles origin. Regardless of any comments made by a Technician, you purchase or decline to purchase a vehicle at your own risk. We do not determine if a vehicle is emission compliant or whether a vehicle will perform properly. You acknowledge and agree that the Wrench **** inspection does not create any warranty for any vehicle you may purchase and that your right to recover for any defects in the vehicle, whether or not disclosed in a report produced by Wrench ***** is limited to any warranty the seller may offer.
  
  An inspection does not act as a warranty or as an insurance policy for any vehicle. You acknowledge and agree that if you purchase any vehicle inspected by Wrench ***** you are fully responsible for all costs for repairs and maintenance on your vehicle, whether or not covered by any other insurance policy or warranty. You acknowledge and agree that the decision to purchase any vehicle remains your own responsibility and that you are responsible for determining whether a vehicle is under warranty or properly insured.
  
  Wrenchs Terms and conditions can be located at ****************************************.
  
  Wrench is declining to provide a refund for the inspection report. Wrench provided a thorough inspection report with over 40 images of the vehicle. If ***************************** has any questions about the report, they can contact Wrench at *********************************** or ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:04/09/2023

  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 was pretty disappointed with the service I received from lemon squad. First off, the inspector told the seller that he would not get the inspection complete that evening because he had a second job being an umpire for a softball game. He then went into the inspection portal and changed the date of the inspection to make it look like he would do it the next day to give him more time. When I asked the customer service live chat about this I was called a liar and they could not answer why the date had changed. They said they had received the inspection report and should have it to me by that evening. It took another couple days to get the report. On top of that the inspector missed a number of obvious flaws and damage to the motorhome he inspected. There was a part on the ceiling that was coming apart and made me concerned it was due to water damage. I had to take a closer inspection myself after having to drive 5 hours to come look at the motorhome. Had it actually been from water damage I would have been incredibly disappointed. He did not even take a picture of that area for me to question it to the seller before I made the drive. there are a number of other areas that were in need of repair including two of the external storage boxes smelling moldy and musty from what was obviously water damage that had gotten inside and behind the trim. This was not noted in the reports either. These are things that I probably would have reconsidered purchasing the unit because of but after having driven over 5 hours to go get it because the inspection report made it seem like it was in overall great shape minus the blemishes to be expected for the year I decided I would purchase it and invest extra money in repairs. Between these issues and the horrendously unprofessional service I would like a complete refund so I can use that over $500 to fix the things that should have been easily identified on an inspection.

  Business Response

  Date: 04/11/2023

  Hello,
  
  Lemon Squad has reviewed the complaint. We received the initial request from the customer on March 14th, 2023. The appointment was initially scheduled on the 15th, but was completed on the 16th. According to our internal notes, the reason for rescheduling was to accommodate the owner of the vehicle, although we do acknowledge the customer disputes this.
  
  The mechanic completed a very detailed report which included over 150 images. The report was made available on March 18th, which is within the two business days of the inspection timeframe that we present to our customers on our website. These images include pictures of the exterior roof and internal ceiling. It should be noted that the vehicle was in a winterized state, thus some features or areas affected by winterized conditions could not be fully inspected. To the concern over the smell of exterior boxes, the boxes are on the exterior. The
  environmental factors at the time of the inspection such as cold, wind, rain, etc can dramatically affect the smell of these exterior boxes at the time of the inspection. There were no physical signs of mold. The conditions may have been different from when the customer arrived at the motorhome himself.
  
  In this BBB complaint, there are no pictures to document the customers concern. If the customer would like to submit documentation for a more detailed review, they may do so. With the information presented at this time, no refund or partial refund is due. 
  
  

   

  Thank you,

  Lemon Squad

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19914796
  
  I am rejecting this response because:  Regardless of weather, the smell is present in the external storage boxes as well as obvious damage not documented.  Inside there are multiple broken cabinet latches, missing light cover, and the latch/lock for the exterior TV compartment is also broken.  BBB only allows for 4 pictures to be uploaded.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/21/2023

  Hello,
  
  Lemon Squad has reviewed the rebuttal from *************************. The inspection report that was filled out and provided to ************************* was a representation of the vehicle at the time it was inspected. Lemon Squad knows purchasing a new vehicle can be stressful and recognizes that ************************* found some issues with the vehicle after purchasing it. Lemon Squad does not feel a full refund is warranted provided how much information was provided in the inspection report. To compensate for the issues which were discovered by *************************, LemonSquad is providing a refund for $100.00. ************************* should see the refund within 5-7 business days.
  
  Thank you,
  ******
  Lemon Squad

  Customer Answer

  Date: 04/24/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 06/02/2023

  This case was closed because the company offered to refund $100 and have failed to do so.  How can I reopen this case?
  

  
  

  Business Response

  Date: 06/09/2023

  Hello,
  
  LemonSquad has reviewed ***************************** complaint. A refund for $100 was provided to *************************. If ************************* has any questions about the refund or does not see it within 5-7 business days, they can contact LemonSquad by phone at **************.
  
  Thank you,
  LemonSquad

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:03/31/2023

  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 contracted LemonSquad to perform a vehicle inspection for me for a personal purchase I was making out of state. The inspection report differed greatly from the actual vehicle, both mechanically and aesthetically, and LemonSquad has denied me any resolution. I have proof from the vehicle shipper that at least cosmetically, the report that I paid for is false. I am not stuck with a car I did not want and must pay for repairs.

  Business Response

  Date: 04/11/2023

  Hello,

  
  
  Lemon Squad has reviewed the complaint from ****************. **************** ordered a vehicle inspection which was scheduled for January 31, 2023. The report was completed and sent to **************** within 2 business days from when the order was placed. 
  
  Lemon Squad has been in contact with **************** regarding their concerns with their vehicle. We apologize that the customer was not satisfied with the report. A refund was issued on March 31, 2023 for the full amount of the inspection cost.
  

   

  Thank you,

  Lemon Squad

  
  

  Customer Answer

  Date: 04/11/2023

   
  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,
  
  ****************

• Initial Complaint

  Date:03/30/2023

  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.

  Order ****** 3/27/23 ordered Lemon Squad inspection 3/27/23 status showed scheduling3/28/23 status showed nothing no longer scheduling. There was a note that the mechanic was on vacation.3/28/23 chatted with Lemon Squad who looked into it and said it had been reassigned.3/28/23 mechanic 2 spoke to dealer and set appointment for 10am on 10/29.3/29/23 11am dealer texted me that no one had shown up (or called).3/29/23 Attempted to call Lemon Squad but the phone number doesnt actually give you an option to speak to anyone. Chatted and was told it was scheduled for 10am and they would look into it.3/29/23 noon and still no-show. Chatted with Lemon Squad again and was told they had talked to the dealer and rescheduled for this afternoon (no specific time). ****** confirmed no one had reached out to reschedule.3/29/23 Asked for refund on chat because I need an inspection done today and that means taking the vehicle now to somewhere else to have the runway to get it done today. If I wait for an unspecified afternoon time (Lemon Squad said they spoke to the dealer to reschedule to afternoon, but they did not), and Lemon Squad doesnt show again, I miss the opportunity to have it inspected today.3/29 emailed manager requesting refund as directed in chat.3/30 received an email from Lemon Squad 10:32am saying the vehicle had sold and no refund could be issued because the technician had spent time calling the dealer to set up an appointment.3/30 received a text from ************ at 10:3sam saying, *************************, we have discovered that the vehicle you selected has sold. Please select another vehicle. We have sent an email with more details.3/30 replied back to the email I sent to the manager (that was never responded to by the manager) indicating that we are the buyers and have paid a hold deposit for the vehicle but that the transaction is not completed yet, so it has not sold, and they did not speak to the dealer.

  Business Response

  Date: 04/11/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *************************. According to Lemon Squads records, ************************* ordered an inspection for a vehicle on March 26, 2023. Ultimately, the appointment was canceled. Lemon Squad apologizes for the scheduling issues and a refund was issued in full on March 30, 2023.
  
  This is not the experience Lemon Squad wants our customers to have and it is a rare occurrence. Lemon Squad takes this feedback seriously and will use it to improve moving forward.
  
  Thank you,
  Lemon Squad
  
  

  Customer Answer

  Date: 04/12/2023

   
  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,
  
  *************************