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:03/14/2023

  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 purchased a Lemon Squad Vintage Car Pre-Purchase inspection report based upon the advertised service of fastest reporting turnaround in the industry and the advertised service of average turnaround time of two business days after the inspection was completed. The service was purchased on Saturday, February 25th 2023 for $299.00. The inspection was completed on Thursday, March 2nd 2023. As of today, 3/13/23, the report has still has not been published.I contacted Lemon Squad via their messaging system requesting a status update for the report on:3/6/23 3/7/23 3/8/23 3/8/23 3/9/23 Each time, I received an answer of, Your report is being reviewed and will be published soon. Watch your emails for an update.It wasnt until my second inquiry on 3/9/23 in which the chat agent said that they would have someone review the report right away.On 3/10/23 when I inquired, the chat agent said they would have someone review right now. I informed them if I did not have the report by tomorrow, 3/10/23 that I would like to cancel the order.Today has been 7 business days since the technician completed his inspection and I still do not have a report.I would like the fee of $299.00 refunded. -------- Original message --------From: Lemon Squad Messenger <***********************************>Date: 3/2/23 8:29 AM (GMT-05:00)To: ********************* Subject: ETA Changed: Order ****** Hi, ****!You have a new message from Lemon Squad. ETA Changed: Order ****** Appointment has been changed to 03/02 on Order ****** Reason Changed: Technician changed appointment ETA. Details: Inspection is complete and the tech is working on finishing the upload today.Login to your account at Lemon Squad for more!Go To LemonSquad.com Do not reply to this message; the reply address is not monitored. Please login and use the chat system during business hours if you need to contact us.This email was sent to ********************* because you have an active account with Lemon Squad .-------- Original message --------From: Lemon Squad Messenger <***********************************>Date: 2/25/23 9:56 AM (GMT-05:00)To: ********************* Subject: Your Order was Placed Successfully! Confirmation No. ****** Hi, *******************!Thank you for using Lemon Squad! Your Order was Placed Successfully! Confirmation No. ******Thank you for placing an order with Lemon Squad, your expert used auto inspectors!We'll update you as soon as we have an estimated inspection time. There's no need to contact us.Please find the attached receipt and save it for your records. Your receipt is also available by logging into the customer dashboard and viewing "Order Details".Login to LemonSquad.com and check the status of your order, order add-ons, and view your report when it is complete. Orders are updated in real time. If you have questions about your order, be sure to check the FAQs page first, they often have all the answers you need. But, if you find that you have specific questions about your order, you may send a question from your account.Please review the Terms and Conditions very carefully. By placing this order, you have agreed to these terms.

  Business Response

  Date: 03/15/2023

  Hello. Concerning your order with Lemonsquad, we do apologize for the inconvenience and how long the process took. Due to a recent change in our volume and a major glitch in the system, the reports were not in order by the date so it was missed. A refund has been issued to your card of the full amount that was paid and you should receive it within **** business days depending on your issuing bank. 

• Initial Complaint

  Date:02/02/2023

  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.

  Inspector did falsified inspection

  Business Response

  Date: 02/10/2023

  Hello,
  This complaint was sent to the wrong business. Wrench does not do pre-purchase vehicle inspections. Can this be forwarded to LemonSquad?
  **************************************************************************************************************************************
  Thank you,
  ******
  

  
  

  Business Response

  Date: 03/14/2023

  The tech did this inspection at the beginning of January and has since past the terms of service. The complaint was not submitted until almost 3 weeks after the inspection occurred. We also have to represent the unit as it sits when we are there with the unit. The car was driven and performed for the tech. If you refer to your photos there was no sludge like you have shown in your photos. The tech cant predict the future or know what was done or used after the fact of him being there with the vehicle. We strive to give you what we can about the vehicle, and your photos dont compare to what was happening at the beginning of January. We arent a warranty company, so this is between you and the seller to determine what happened after the tech was there for your report and road test. I have attached the photos that were taken at the time of the inspection. 

• Initial Complaint

  Date:12/10/2022

  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.

  On 10/9/22 ********************** falsified Report ******. I paid $299.00 to have a vehicle out of state inspected for possible purchase. The inspector did a thorough inspection of the vehicle and noted issues with the engine and driving. Those inspector statements of fact did not make it into my summary report of the vehicle. In fact, not only were those critical statements of the car's drivability and signs of engine problems not reported and glossed over completely but the company went on to falsify the report by stating the driving and acceleration were fine when in fact they were noticeably and documented not so. They omitted key inspector notes on the vehicle and inserted false statements. This is all documented and there is no doubt as to their fraud and misrepresentation. Their representative provided conflicting documentation in an email that contradicted the summary report I received. Had I had the correct, truthful inspector report I would have not purchased the vehicle. I have tried to follow up via email to pursue this matter further but they will not respond. This company allowed this falsification to happen and it directly contradicts what they claim their business is supposed to do and put their customer in jeopardy. This is a $10,000 repair and I intend to sue ********************** for their negligence. I would appreciate any help from BBB to address this matter. I do have video evidence of that contradicts the falsified report but am having trouble uploading at this moment.

  Business Response

  Date: 01/12/2023

  This customer has been refunded

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18555403
  
  I am rejecting this response because: Lemon Squad falsified the actual report from their mechanic regarding the condition of the vehicle. Had the factual report that the mechanic gave been reported to me without omitting key findings then I would not have purchased the vehicle. Not only did Lemon Squad leave out the mechanic's findings of issues of driving and shifting, they lied and stated "The acceleration was strong and inspector found shifting to be smooth which is total contrast to the inspector's actual findings of ""When accelerating at a very mild level, the Pontiac does slightly struggle after getting into second gear.   This was eliminated by going into L.    On more aggressive accelerations it was perfect." and "A slight hesitation when going from 1st to 2nd gear at very very mild acceleration.   That hesitation is not present in normal to more aggressive acceleration." To anyone that is having a vehicle inspected, those are key facts that would lead to further due diligence. Lemon Squad chose, for who know what reason, to omit those findings and gloss over the acceleration issues and falsely state otherwise. They are in the business of giving an accurate, undoctored report which they negligently failed to do, bordering on outright fraud. The fix of the engine that was found to lack significant compression is $7,000.00 which Lemon Squad is responsible for. Lemon Squad touts themselves as a trustworthy way to find a "lemon" but in this instance they knowingly tried to make a lemon smell like a rose. They misrepresented the vehicle on purpose to the disadvantage of their customer and at his expense. They should be held responsible for their blatant and purposefully misleading report. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/20/2023

  I am seeking 2 items from Lemon Squad for falsifying their report to me: #1 Why did they purposefully omit the inspector's notes that the engine had issues with shifting and acceleration? Why did they then insert false claims in the report that "the acceleration was strong and shifting smooth" when they knew this not to be accurate and true? #2 I'm seeking renumeration for the engine rebuild in the amount of $2500.00. This is a reasonable amount to get the vehicle to where the report led me to believe. I would not have purchased the vehicle had the true inspector's notes (in email attachment) were disclosed to me. Since Lemon Squad management chose to deceive their customer by omitting the inspector's factual findings that would influence a purchase, then they are responsible for that omission and misrepresentation as that is their mission. to protect their customers from any lemons NOT try to make a lemon smell like a rose. Mechanics estimate and summary attached. There is no way anyone that viewed, heard, inspected, drove this car was not aware of the engine issues. Please refer to mechanic's summary attached. It is a physical impossibility to state contrary as LS did. They lied, tried to cover it up and were ultimately caught and now must pay the consequences. I hired LS to ***************** and report accurately. Not only did they not do that, but they knowingly and purposefully lied in the report. That isn't just missing say low oil pressure or another sign/symptom. That is intended misrepresentation to have the vehicle sell while covering up the true inspector's report of issues. I seek an explanation as to why and I seek renumeration ($2500) to begin the repairs to make the engine what it was represented to be which is a reasonable amount in comparison the total cost of repairs. I have attached a video of the vehicle and engine issues that the inspector would have experienced. I attempted to attached the damning email of fraud and the mechanic's summary and estimate to repair the misrepresented issues but BBB site said file was too large. Those docs are available pls let me know how to get to you. Thanks for your time and advocacy in holding this company responsible for their actions. KM

  Business Response

  Date: 04/17/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *******************. Lemon Squad was asked to inspect a **** Pontiac ******** in October 2022. A full inspection was completed and the vehicle report was available within three days of the order being placed. The report includes over 90 images of the vehicle and details of what the technician discovered during the inspection. 
  
  Lemon Squad performs the inspections as-is. The condition of the vehicle may change between the time of the inspection and when the car is purchased. 
  
  Lemon Squad has been working with ******************* to resolve their concerns with the report they received. A refund for the full amount of the inspection has been provided to ******************* and should have appeared in their account already. If ******************* has any questions about the refund, they can contact Lemon Squad at **************.
  
  Thank you,
  ******
  Lemon Squad

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 18555403
  
  I am rejecting this response because: Lemon Squad sent a falsified report on the vehicle. They were in possession of another, original report that stated the vehicle had issues, specifically engine and transmission shifting issues. Instead of supply me the customer the report that stated issues, they emailed me another report that stated no issues and engine and transmission were strong. A Lemon Squad representative accidentally emailed me the original, non-falsified report stating issues. The car was purchased based upon the misleading LS report and immediately upon arrival the engine had significant low compression and struggled causing the engine needing to be rebuilt. It was plain the car had engine issues and could not have been overlooked, thus the 2nd falsified report to customer. Had the customer, me, received the original report I would not have purchased the vehicle or requested a 2nd more detailed inspection. I reject LS claim that they supplied me with the original report and it was not "doctored" to cover up the obvious driving issues. Anyone that heard the car start and run would notice the issues immediately. I request a monetary settlement to help fix the engine rebuild. LS knowingly misrepresented the vehicle and blatantly misled a paying customer in ***** contrast to what they claim to do as a mission. They continue to try to deceive and cover up this fact in order to ***** responsibilty and the truth. Pls have them answer why 2 different reports are available on the vehicle? Why was the falsified report and not the real report sent to the customer?

  I have supplied ******************** the original and the falsified LS reports as well as documenting videos. Pls let me know if need any additional.

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

  Business Response

  Date: 04/21/2023

  Hello,
  
  Lemon Squad has reviewed *********************** rebuttal. The inspector did document issues with the engine having problems starting. After the car warmed up, the issues with the engine went away. The inspector did not experience the same issues which ******************* experienced while inspecting the car. 
  
  Lemon Squad provided a report that reflected the condition of the car at the time of the inspection. The condition of the vehicle can change after the inspection is completed. Lemon Squad understands that car repairs can be frustrating and costly. So Lemon Squad provided a refund for the full amount of the inspection and hope this helps with any needed repair costs. No additional compensation towards the car repairs is being provided.
  
  Thank you,
  ******
  Lemon Squad

• Initial Complaint

  Date:11/28/2022

  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.

  I saw an ad in ******************** selling a **** ***** Custom Coupe for $39,950. I called the owner and told him I was interested in purchasing the car. Then I said I'd like to have the car inspected prior to a purchase. I told him I would like an inspection service called The Lemon Squad check the car out for any problems. He told me you don't want to use them, I have a guy named *** who will do it for $100.00. I said that would be fine and paid *** for the job. After *** did his inspection, he said everything worked fine, he Could not give me anything in writing or pictures, except for the ones already listed on ********************. I was not satisfied and called *** back and said I want the car inspected by The Lemon Squad. He was kind of reluctant to have them do it, but agreed that if I wanted a second opinion to go ahead. So I went ahead and ordered the inspection for $299.00. I told Lemon Squad to go ahead, and make an appointment with ***. Thank you for using Lemon Squad! Your Order was Placed Successfully! Confirmation No. ****** Today I got the following message.Hi, *****!You have a new message from Lemon Squad.Status Change: Order #****** ***************************, we have been working hard to complete this order (Order #******) in a timely fashion, however, before we could perform the service, the vehicle was sold. Because we already initiated deployment of an technician and because we have already put quite a lot of time into your request, we simply cannot issue a full refund. I have all emails between myself and seller.Status Change: Order #****** I feel I was being scammed. I would like a full refund of $399.00.Don't know if the car was a sold. Beware, THESE PEOPLE REALLY PLAY DIRTY!

  Business Response

  Date: 12/07/2022

  When our inspector reached out to ************************ seller, he informed us the vehicle had been sold. We cannot look at a vehicle that has been sold to another party. According to our Terms and Conditions that ******************** read and agreed to when placing the order, his inspection has been placed On Hold to use towards another vehicle. Due to these facts, we do not believe that ******************** is entitled to a refund.

• Initial Complaint

  Date:11/17/2022

  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.

  September 29, 2022 - we contracted with Lemon Squad as an impartial 3rd party to inspect a **** Geo Tracker in *******. The very comprehensive report was seemingly thorough, the problem was many, many glaring errors. The worst was the report said "Surface rust is noted to be present" and "undercarriage components were noted with no issues beyond normal wear and tear". In actuality there is rust completely through the rear compartment, creating gaping holes and an unsafe situation for any rear passengers. Attached is the estimate for repairs totally $2,655.53. Lemon Squad did issue us a credit for the cost of the inspection on Oct 17. However, we would not have purchased this "as is vehicle" without their report. Other issues include: 1. Rear defroster is not attached, dangling wires 2. Air conditioner inoperable 3. missing trim on tail gate 4. no floor mats 5. center console broken 6. Dome light no bulb 7. Flaking rust everywhere!8. Check engine light on 9. Steering wheel misaligned 10. Rear hatch struts not working 11. Rear seats rusted to floor, inoperable 12. 11 year old Tires have cracked side walls We are aware that we were purchasing a used vehicle with no expectation of perfection. The sole purpose of hiring Lemon Squad was to alert us to the type of issues listed above. Lemon Squad failed us miserably with serious financial consequences. We request monetary compensation for the undisclosed issues in the amount of $3,000.

  Business Response

  Date: 12/07/2022

  This customer has been refunded

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18418471
  
  I am rejecting this response because:

  We reject the Lemon Squad/Wrench,****'s response for the following reasons:

  The Lemon Squad business model, now owned by Wrench, **** exists to assist customers like us who are interested in purchasing a used vehicle many miles away and in a location where we cannot access nor do we have anyone we know who can access the vehicle on site for an inspection. As per Lemon Squads disclaimers we understand that this vehicle will not be lifted up and inspected in that manner but will be observed, photos taken, driven and operated as someone who might be looking to purchase themselves. We were pleasantly surprised when we received a seemingly thorough report with many green and red boxes indicative of good (green) or issues (red) areas. Additionally there were many notes and over 100 photos. Though we were buying an old vehicle with some minor cosmetic issues we felt we were making an informed decision and moved ahead with the purchase. Unfortunately, Lemon Squad's vehicle inspection report could not have been further from reality and an obvious misrepresentation of the vehicle's actual condition as if the inspector either completed it from afar, or with gross incompetence or in the worst case with the intent to deceive.

  In this response we are going to look at the big picture of what the Lemon Squad/ Wrench, **** has cost us financially and the danger they placed us in with the inherent safety risks they completely disregarded during this inspection. First, we paid $10,999 for this vehicle plus $525 for shipping, we now have a bill for $2,655 to repair gaping rust holes in the floor of the vehicle , the body shop has found an additional $500 in rust damage and another $345 of things that were immediately recognizable to us upon receipt of the vehicle but apparently unrecognizable to your inspector. This is a total of $14,924. It should be noted that our mechanic has not had the vehicle yet (it is still at body shop for the next couple of months) to work on the check engine light, steering wheel miss-alignment and non working air conditioner all of which your inspector said were good! All of this for a vehicle that we would have walked away from!!

  Second, Safety - When we received the vehicle, my wife (who is not a trained inspector) discovered the holes in the floor in less than 2 minutes. First, she opened the rear door, tried to lift the rear window but, of course the window struts did not work, which your inspector said all doors and windows worked 'good' and even had a picture with the window up, our question is: who held it up for you, Mr. ********** Once I came back to help her, we realized the rear seats didn't flip up because they were rusted to the floor, and by pulling up the (previously lifted) carpet a little we could see the ground through the very large holes!!!!! In 2 minutes!! Upon further review by us and our body shop man proved that any passenger seated in the rear seats with seat belts on or off would have been in serious danger of injury. An accident would not have been required for them to be in danger, simply a bad pothole could have been the last straw for the weakened cargo floor that the rear seat rests upon. Furthermore, the one hole on the driver side was visible from the outside rear wheel well!

  We tried to call and work with Lemon Squad/Wrench, **** in good faith but were never allowed to speak to anyone other than front line customer service people. We were instructed to send an email describing the problem with pictures. Our first emails to Lemon Squad focused exclusively on a refund with many photos of the rusted holes in the floor and the estimate on the repairs in the amount of $2,655.53. The refund for the inspection cost was issued after my second phone call asking to speak to a manager. I was not allowed to speak to a manager but within the hour the refund was issued and the account on-line was closed. Fortunately, we had, already downloaded the report and photos. Our assumption was that Lemon Squad did not want us to have further access to the fraudulent report.

   

  Our next choice of action was through the Better Business Bureau. We chose to list the myriad of incorrect items on the report together with some photos and again the estimate of the repairs for the rust holes in the floor. The rust holes pictures were all included in the initial emails to your manager that issued the initial refund but did not include the complete set of rust holes that show all of the damage beneath the rear seats, those are now included with this document would have been are extremely dangerous to anyone sitting in the back seat.

  That Lemon Squad/Wrench, **** have the audacity to think that giving us a refund on the Classic Car inspection is adequate, is a joke! This is the inspection that your staff instructed us to get above the standard because of the age of the vehicle. Why? We asked and the answer was because they look specifically for rust!!

  We have suffered a significant financial loss due to Lemon Squad/Wrench, ****'s Inspector's incompetence or willful negligence and Lemon Squad/Wrench, **** needs to bear some responsibility for that employee or contractor. We would be willing to work with you to come to some kind of resolution through the Better Business Bureau. If this doesn't work we will be interested in moving forward into mediation or Arbitration.

  Currently, our repair bills are up to $3,500 and that is what we are requesting from Lemon Squad/ Wrench, **** We seek compensation only for the repairs that were not accurately noted in the inspection report, not for any time or effort to facilitate them.

  Respectfully,

  **** and *****************************

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

  Business Response

  Date: 01/12/2023

  This customer has been refunded

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18418471
  
  I am rejecting this response because: We are not satisfied with just a refund.  We require some negotiation toward the $3500 repair costs of the items that your inspector indicated were in "good" condition.  His statement in over a dozen items was grossly incorrect and/or fraudulent.

  At this time we ask the Better Business Bureau to implement their Arbitration services.  If you refuse these services you, Lemon Squad/Wrench,Inc. leave us no alternative than to get an attorney and to *** you for damages which may include the entire cost of the vehicle.

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

• Initial Complaint

  Date:11/08/2022

  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.

  On Monday, November 7th, 2022 an order for a vehicle inspection was ordered. I spoke to 3 different service reps on that same day since the order was placed at 8:00am EST and not a single update was provided during that day. I was told that an inspector would contact myself and the seller of the vehicle Monday afternoon to schedule the inspection. As of 6pm EST on Monday no calls, emails, texts, or any form of communication was attempted. When I called support around 6pm on Monday I was promised a call from the supervising manager on Tuesday morning. No such call was ever received. When I called support once again around 4:15 pm EST on Tuesday the 8th the manager was once again conveniently unavailable, but once again I was promised a call from them. I have requested a refund multiple times and they have refused to issue the refund. This company will gladly take your money and offer no services in return. The support team was extremely unprofessional. The company appears to specialize in unkept promises. They do not deliver on what they say they will. They say the inspection will be done within 2 business days, however, they take longer than that to even make contact.

  Business Response

  Date: 12/07/2022

  This customer has been refunded

• Initial Complaint

  Date:11/08/2022

  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 booked an inspection online and it was scheduled for Friday 11/4. It was then pushed out because the mechanic said he hadnt heard back from the seller. The seller is a very good friend of mine and hasnt heard from anyone. I wanted to double check the number I entered in case it was my fault and Id made a mistake, but no one answers the phone and I have no way to reach out to the mechanic directly. I tried calling again today and again ended up in an endless loop where the phone rings and rings and then kicks me back to the main menu. I then tried chat to cancel my order and it was closed with no response.

  Business Response

  Date: 11/11/2022

  We have not gotten any communications from ************ the last few days. If she would like to contact she can either use our chat program or our office number; ************.
  
  We can only preform and inspection if the seller is responsive and will allow us to. If the seller does not return any contact attempt we make to them an inspection cannot be preformed. In accordance to our Terms and Conditions that ************ read and agreed to when she placed the order, her inspection has been placed on hold to use towards another vehicle.
  
  Due to these facts we do not believe ************ is entitled to a refund

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18376349
  
  I am rejecting this response because: I did attempt to contact them multiple times and could not get through on their phone. Checking reviews online, this is not an issue isolated to just me.  I also attempted their online chat and they closed it with no response. Please see the attached screenshot. 

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

  Business Response

  Date: 11/22/2022

  We have not gotten any communications from ************ the last few days. If she would like to contact she can either use our chat program or our office number; ************.
  
  We can only preform and inspection if the seller is responsive and will allow us to. If the seller does not return any contact attempt we make to them an inspection cannot be preformed. In accordance to our Terms and Conditions that ************ read and agreed to when she placed the order, her inspection has been placed on hold to use towards another vehicle.
  
  Due to these facts we do not believe ************ is entitled to a refund

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18376349
  
  I am rejecting this response because:

  Ive provided documentation of my attempts to contact them. They just keep sending the same pre-canned, poorly written response with words spelled incorrectly. I forgot to mention previously that one of the reasons I chose them is because they advertised that they were rated as an A+ business with the BBB (see the attached screenshot of a paid ****** ad). They are liars in every sense of the word and given the flood of complaints Ive seen online for them, I believe they are outright scamming people. 

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

  Business Response

  Date: 04/19/2023

  Hello,
  
  Lemon Squad has reviewed the complaint from *******************. Lemon Squad was asked to inspect a **** Acura TL. However, no appointment time was scheduled. Multiple attempts to call the owner of the vehicle were documented, but Lemon Squad was unsuccessful in reaching the car's owner to schedule the inspection. 
  
  Since the inspection was not completed, Lemon Squad is offering to refund the cost of the inspection. The full amount of $199.00 for the inspection has been refunded and will show up in their account within the next 5-7 business days. If they have any questions regarding the refund status, they can contact Lemon Squad by phone at **************. 
  
  Thank you,
  ******
  Lemon Squad

• Initial Complaint

  Date:10/31/2022

  Type:Delivery 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.

  This company is a scam.1) Sign up on website for a pre-purchase car inspection and pay.2) Wait for response from LemonSquad - took over 2 days to even give me an ETA 3) Car is sold in the meantime, prior to even hearing back with ETA from LemonSquad 4) Try to contact LemonSquad to cancel the inspection, only option through website is to call. Call number multiple times and they never answer 5) Find page on website that tells you, basically, "if you pay us we will not refund your money even if the car has already sold" and figure out you are screwed.10/27/2022 at 11:30AM - Initial order placed 10/27/2022 at 5:00PM - Car sold 10/28/2022 at 2:54AM - Received email saying technician has set the inspection date for 10/28/2022 (no time given)10/28/2022 at 9:00AM - Tried to cancel order with LemonSquad via website and phone multiple times. Could not get a response.10/29/2022 at 3:13AM - Received email saying technician changed inspection date to 10/29/2022 (no time given)10/29/2022 at 9:00AM - Tried to cancel order with LemonSquad via website and phone multiple times. Could not get a response.10/31/2022 at 7:43AM - Received email saying technician changed inspection date to 10/31/2022 (no time given, reason given by technician for delay was "received flat tire")10/31/2022 at 1:56PM - Received email saying inspection could not be performed because car was sold Throughout all of this, I have no way to get in touch with them because they will not answer the phone.

  Business Response

  Date: 11/11/2022

  ************** placed their order on October 27th, 2022. Our average turn around time, which is stated on our website, is about 1-2 business days. Normally ************** would have been looking at Friday or Monday for the inspection. When they placed the order they also read and agreed to our Terms and Conditions. These state that if the vehicle sells or becomes unavailable for some reason before we can get there the order is placed on hold to use towards another inspection. Due to these facts we do not beleive ************** is entited to a refund.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18338649
  
  I am rejecting this response because: It's still a scam. You get people to agree to it knowing nobody reads it. Then make it impossible to contact you to cancel or change anything about the appointment.

  You're not breaking the law, but you are not acting ethically. You have no morals.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/22/2022

  When they placed the order they also read and agreed to our Terms and Conditions. These state that if the vehicle sells or becomes unavailable for some reason before we can get there the order is placed on hold to use towards another inspection. Due to these facts we do not beleive ************** is entited to a refund.

• Initial Complaint

  Date:10/13/2022

  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.

  Hi hired Lemon Squad a couple of times, as I was looking to purchase a car that was on a different state. The last time I hired them, they suppose to inspect a car in *******. The charged me a premium for miles and for the car, as they have to travel to the dealership. The report they send me showed that the car was good, and I bought it. The same moment I got the car delivered, I noticed a noise with the suspension, that was not reported. It was very loud and can be heard while driving on 30 miles or less. Additionally, they never disclosed that the front calipers were not original (*****), and, while they did mention the front tiers needed to be replaced due to the deep of the draw, didn't disclosed that both were cracked, and that was a major hazard that could put me, my family and others in danger while driving on the highway. Is not just you should replace them (it was marked with a 4, just before good), but were cracked. I called them and emailed them 2 times, and instead of being responsible, and pay for the fixes, as I bought a car basically because of their report, they didn't comment back from my second email, not offered me any type of compensation.The only service they provide is inspections...and they know people hire them because doesn't have the skills or are far away to do this on their own. The less I was expecting is for them to own the mistake and pay for the fixes. Nothing of this happened so far.

  Business Response

  Date: 10/17/2022

  Complaint Response
  
  506395 - ***********************
  
  We completed this inspection for Mx.Sztern on September 20th, 2022. In our inspections we are only able to report on issues that are present while we are on site. If something comes up after we have looked at the vehicle, we cannot know that there is an issue. At the time of the inspection, there were no signs of a noise in the suspension. There are also photos in the report that show no clear damage to the suspension while we were on site. We are also not able to confirm if parts on the vehicle are going to be original. This would be something that Mx.Sztern would need to take the vehicle into a dealership and have them look, or see if the seller has documentation of any repairs or replacements. In the same report, we clearly stated in the summery that the two front tires would need replaing. This fact was also shown in the Tire section itself. In our Terms and Conditions that Mx.Sztern did read and agree to when placing the order, it states that customers are responsible for any and all repairs that are needed for the vehicle they purchased.
  
  Due to these facts, we do not believe that Mx.Sztern is entitled to a refund.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18209535
  
  I am rejecting this response because:

   

  The noise with the suspension was audible at the time the inspection. We noticed this at the moment of receiving the vehicle and there is no way it was not present when was inspected. Regarding the tires, is not the same saying that the tires are a 4 and needs to be replaced than mentioning that both tires were cracked and represented a hazard to drive them. 

   

  Regarding the original parts, both calipers were visible and can be easily compared with the ones on the read wheels. 

   

  The service you provide is a service of trust. We trust your inspector will do a good job and we trust your inspection will give us the input to buy or avoid the car. If at the end your answer is, you should have taked the vehicle to a dealership you are letting down the trust on your service  and your Clients.

   

  I was not expecting you to do the repairs, but for you to honor the service you provide. This is being read by multiple people, and if you think this is the way you should honor your commitment with your Clients, I'm sure I will find another way to proceed with this.

   

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

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this service and was told my inspection would be 7/27 but nobody ever contacted me to provide time as I was told by agent **** they would call dealer to get inspection time and contact me back. Never received a call. I found out from the dealer it was done. I was also told by **** that Id have report uploaded that night and I could see it in the morning. I checked the next morning but no report. I called again and was told by **** that they were reviewing the report and it would be ready in an hour. I waited three hours.Still no report. I called again and was told by another agent all of what I had been told was wrong. They dont call me with time and they have till day after inspection, end of day, to complete report. She also said that upon looking at order there was an issue with pictures uploading so she put request for inspection reviewer ******, to call me. He called saying the inspector had issues uploading pictures but he contacted inspector and made him aware they need to be done that day and he personally assured me that hed get it done that day for me. A few hours later he called back saying they are still trying but well have it that day 7/28. On 7/29-7/30 I called again and they put in request for ****** to call. As of today 8/2, he hasnt called. On 8/1 I called and was told a request was put for manager to call and that I was requesting a refund. The manager still hasnt called. As of today 8/2 I still dont have the 240 pictures and 6 videos yet and this is false advertisement that their website says Id have them the day after the inspection. I only have 23 pics and most are duplicates. Ive been patient and this has delayed my vehicle purchase and inconveniencing me not having a vehicle while waiting. This is inconveniencing the dealer having to hold a vehicle while waiting on report. I have called too many times, getting wrong information, not getting calls and not getting what I paid for according to their site. I need refund

  Business Response

  Date: 08/09/2022

  Customer has been refunded.

  Customer Answer

  Date: 08/11/2022

   
  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. Money was refunded 8/10/22.
  
  Sincerely,
  
  *******************************