Complaints

This profile includes complaints for Kunes Auto & RV Management Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kunes Auto & RV Management Group

  Delavan, WI 53115-0485

  
• 

  Kunes Country Auto Group Inc

  764 W Commercial St Mount Carroll, IL 61053-9761

  
• 

  Kunes Ford of Sterling

  2811 Locust St Sterling, IL 61081-1229

  
• 

  Kunes Honda of Quincy

  221 N 36th St Quincy, IL 62301-3742

  
• 

  Kunes Hyundai of Quincy

  207 N 36th St Quincy, IL 62301-3742

  

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:04/03/2024

  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.

  On December 26, 2023 we took our 2020 GMC Sierra ********* truck into the Kunes dealership for evaluation and service. It was determined that the truck needed a new or repaired motor and that work would be covered under manufacturer warranty. The service department had poor communication regarding the status of the repair and the parts that were being ordered. When we would call the dealership to get an update we would often not get a returned call and would have to go to the dealership in person for an update. At one point we were told that the motor was going to be replaced and that the new motor had arrived, then on a different day we were told that the motor was being rebuilt. We were giving dates that the work was planned to be completed and those days would pass with no update on the status of the work being completed. After over 2 months passing we were able to get the truck on March 8, 2024 but was told we would have to come back to go over and receive the service paperwork the following week. The following week we again did not hear from the dealership and when asking for the paperwork we were told it was not ready yet. The following week when asking again the paperwork was emailed to us on March 18, 2024 with my spouses signature forged on the paperwork. Upon reaching out to the dealership multiple times we were not given a reason for why the signature was forged and it was requested that we come in to the dealership to sign the forged paperwork. Given the nature of this entire experience we do not feel comfortable with the service completed on the truck or trust that a proper or complete job was performed and we feel the dealership should make this right by trading this truck in for a new truck.

  

  Business Response

  Date: 04/06/2024

  We're very sorry that our team's poor communication was a disappointment to the Tovars.  Auto parts are still sometimes difficult to acquire, and that's the cause of the delays.   However, we can assure that the work done is sound.  We have attempted to find a suitable vehicle for them to trade, and continue to be very willing to do so, but we have not been able to find one suitable for them.  We are very willing to create a mutually beneficial trade, but it cannot be one sided, and poor communication does not warrant that we purchase a vehicle for them.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The request for a new vehicle was not made due to poor communication, it was made due to illegally and fraudulently forging my spouses signature. His forged signature on service paperwork accompanied by months of improper communication and lack of professionalism. We have no way of being sure the authenticity of work performed on the truck when the establishment could not properly communicate with us what was even being done to the truck, and then had to forge the paperwork. We were first told the motor was being replaced, then rebuilt, then again replaced. We have no way of knowing what work was actually completed or if it was done correctly. If they are unable to  help rectify this situation, we will be taking legal action for the illegal, fraudulent signature. 
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 04/23/2024

  I am not satisfied with the company's efforts to resolve this matter.

  
  

  We made a request for new vehicle due to the company illegally and fraudulently forging my spouses signature. His forged signature on service paperwork accompanied by months of improper communication, while they had his truck in their possession, and lack of professionalism. We have no way of being sure the authenticity of work performed on the truck when the establishment could not properly communicate with us what was even being done to the truck and then had to forge the paper work. We were first told the motor was being replaced, then rebuilt, then again replaced. We have no way of knowing what work was actually completed or if it was done correctly. The company is not addressing these concerns. 

  
  

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  We do have the vehicle in our possession and it is fully working at this time. 
  

  We have not had communication with the dealer. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/13/2024

  Business states that the work that was detailed on the provided invoice is the work that was performed. 

• Initial Complaint

  Date:04/02/2024

  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.

  On March 27th 2024 Me and my mother went to the dealership trying to get a car for me *******sign on a Buick encore 2021 with me putting $1,300 for the car Due to her still needing her bank statement to finalize the transition and it being 11:00pm they told me to drive the car home with the dealer plates I realize the car was too small and went back to try another car. on 3/28 I test drove 2 other cars and they told me they will try to make the numbers works and also look for a jeep. on 3/29 I went back to the dealership on my own and test drove the traverse and told them i wanted to that one. They put car plates on the vehicle and told me they will try to drive to my mother on Monday to get her to sign off on the deal. On 4/1 I drove the car back with my mother because she didn't want me to take the car i pick out When getting to the dealership They had of sign over paperwork stating it was reverse the car back to them. I asked about my down payment, I was told you normally don't get it back and you sign something stating that you can get it back. Another finical lady comes and tells us that you can only get back $ ****** due to a 10% charge I look on DMV website were it stated that dealerships can't charge no more than 5%

  

  Business Response

  Date: 04/08/2024

  We apologize for the miscommunication and delay in ****************** refund.  This is being resolved and - ************** and our General Manager have discussed.  

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I understand, that they taking ***** and onlygivingme $300 back.I that regard, I had dealing with other dealershipand gotta all my moneyback. In also to advertise the 3 day guaranteed and still take that amount from someoneis dead wrong. But, okay. In still, i was told when the person comes in to do the checks, they will send me the 300 dollars. So, from a Mondayto Friday statnd point. No one could cut the check and get it to me. ]
  
  Regards,
  
  *********************

  

  Business Response

  Date: 04/10/2024

  Yes, the refund is on it's way.  There are costs in un-doing a contract.  We would welcome the opportunity to find your perfect vehicle in the future

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  OKAY, IT STILLDOESN'T EXPLAIN ALL THESE Business days(weeks) that's going by and i still can get a check cut.]
  
  Regards,
  
  *********************

  

  Business Response

  Date: 04/15/2024

  The refund check was cut and mailed on 4/9/2024... ************** should have it by now, but if not, please call **** in our office at ************

• Initial Complaint

  Date:03/30/2024

  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.

  December 23rd of 2023 I purchased a used vehicle from Kunes ***** I was told I could bring it back and trade it if I was not happy with the vehicle. I paid taxes title license and registration fees. 2 weeks to the day the engine seized. When I went back in the said its not their problem and if I want to purchase a different vehicle I can. I still have yet to receive the title to the car that I purchased and my license plates that I transferred to that vehicle are not even registered to it. I have called Kunes **** multiple times and have gotten nothing but a run around. I paid over $3,000 for a vehicle that I drove for 2 weeks and was taken advantage of. The finance manager said they would wash the transaction like it never happened and put my money towards a different vehicle. When I went into the facility I got the Oh no thats not our problem song and dance. My mother was with me during both transactions and heard me ask what the ticking sound was in the engine when we test drove it. The sales man said I dont hear anything and then said oh thats just from the vehicle being a used car. I am tired of being lied to from these people and I would like some sort of resolution. Even if I was to only get half of my money back. They knew the car had an engine issue and wanted it out of their hands as fast as possible. They knew of the situation I was in and took advantage of the fact that I needed a car immediately. They are rude when you have an issue and ask for some sort of assistance. Used car or not a vehicle being sold from a major car dealer should last more that 2 weeks and I definitely should have received a title by now along with my handicap plates being transferred. I have since gotten a different vehicle from a different dealer and I can not switch my plates to my new car because of Kunes **** of ******* ********.

  

  Business Response

  Date: 04/18/2024

  While we are very sorry that this vehicle failed, it was sold fully disclosed with no warranty, and AS-IS.  Our team cannot predict an engine failure like this, and we would not have offered to return a vehicle past the short time allowed.

  The title was properly filed at the time of purchase, and, with this complaint, we searched for records, and heard from a ***** at Auto Parts City - his reply: "So I was looking up the info on this **** Explorer VIN# A55990, and it looks like we towed this vehicle back on January 16th 2024 from a ***********************. She did not have the title so we did a VIN inquiry on it at that time and it did in fact come back in her name with no liens. So we did tow it, did the paperwork on it and it was disposed of (crushed) on 1/22/24."

  With that answer, we are unable to transfer her plates to a future vehicle - they may have been crushed with the vehicle if prior arrangements were not made, and she would need to handle through the DMV.

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I was point blank lied to. Yes I was told it was as is no warranty and they also told me that because it broke down 2 weeks after purchase they would make it right. They have yet to do so. They did not even correctly transfer my handicap plates from one car to the garbage they sold me. Maybe Channel 2 News can get this resolved since Kunes is doing nothing but lying about what they said.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/28/2024

  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.

  On Tuesday March 5th 2024 I decided to upgrade my currant 1500 Silverado with almost ******* miles on it to something newer. I went to Kunes GMC near me here in ********* to see what they had. I wanted a heavier duty truck with more features because I am driving my work to *******, ********* and Rockford much more frequently these days due to an upgrade in offerings my company provides. I wanted at least a ton pickup truck with all the newest safety features and Adaptive Cruise Control. This last one was very important to me as most of my driving was highways and the *** made the drives so much more relaxing (my wife has it on her 2014 Equus and I LOVE it when I drive hers on the weekend, promised myself the latest truck would have it). I also wanted a sunroof because it just makes all that driving seem much better. I found that Kunes GMC had many new and used trucks and they took me on several test rides. Test rides were only a short distance, more was not allowed. My salesman ******************* assured me all of these trucks had all the latest safety features including the Adaptive Cruise Control I wanted. Only 2 had a sunroof. A red **************************************************** and a white 2024 Heavy Duty AT4 model that was on the lot. Both were pre owned, both had about ****** miles on them. I was heavily encouraged to take the red one, so I did. Over the course of the next few days I come to find out that the Red one DOES NOT HAVE THE ADAPTIVE CRUISE CONTROL, despite it being a Denali Ultimate and me being told numerous times that I have All the latest Features by my salesman and the manager who writes up the deals, my truck does not have the feature I wanted MOST in this purchase. Several trips to the dealership to complain and I get no apology, no help, not even a recognition that they completely misrepresented this product to me. When I try to trade it for the other truck, they tell me that my credit is not good enough, that I need to pay over $8000 in CASH more, and that my payments will then be over $100 a month more, just to get a feature I was told I had in the first place. Brand New the truck I own now (the red Denali) is $86,605, The white AT4 truck that I am trying to trade for is $85,950 brand new. Both are approximately 1 year old, and both have approximately ****** miles on them. All things being considered I think that I should be offered a MUCH BETTER DEAL on the swap. And I think the customer service people at ********************** can be a little friendlier to people who spend over 70k at their dealership. This is my complaint.

  

  Business Response

  Date: 04/03/2024

  We apologize for this mishap, and sorry that, though our sales team thought that we were delivering the vehicle that Mr. *** wanted, we missed an important "must have."  ********** customers state the features that they want, and decide on a vehicle regardless of them - our team clearly didn't understand that the cruise control was a deal breaker.

  Our Sales Manager has reached out to Mr. ***, and has attempted to satisfy him with alternate vehicles at a similar price point.  We are willing to continue to work with him to find the right vehicle, however the vehicles he has indicated will work have been vast upgrades in Models & trims.

  Mr. *** has indicated that our offer only come through this complaint portal.   We promise to do what we can and contribute what we feel is appropriate to satisfy Mr. ***.  However, we are unable to suggest a firm financial offer in this platform, as a deal would include too many variables.  

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Manager contacted me, announced that he is now acting "in a friendly manner" and attempted to get me to agree 3 times that the missing Adaptive Cruise Control was a "joint fault", when the whole team clearly told me many times that the truck had the Adaptive Cruise Control.

  He then announced "I AM NOT GIVING YOU THE WHITE TRUCK". This is the truck on the lot that HAS the Adaptive Cruise Control and the sticker price is a thousand dollars LESS than the truck I currently own! This is insanity to me. As I business owner and a BBB member I deal with complaints and satisfy my customers all the time. You have a truck on the lot that is the same or even LESS value but you WILL NOT SWAP to offer your customer the option YOU TOLD HIM HE HAD (lied) in order to sell him the vehicle. 

  Please stand in the shoes of the consumer and try to justify this. It simply makes ZERO sense. You cannot tell me "we didn't know it was mandatory" because on every single test drive I went on with ************ asked if it had the **** EVERY SINGLE TIME. Please, lets stick to the truth. You told me I have ACC and I do not. You have a truck with the same (or less) value on the lot, but you refuse to trade. My complaint stands. I was lied to and you refuse to correct the lie. 
  
  Regards,
  
  *******************

  Customer Answer

  Date: 04/15/2024

  I have had zero contact with the management at KUNES GMC Stoughton. They sold me a truck under the premise that it had the options I needed and it doesnt. Their response is simple"we lied, it happens" or so it feels to me. They have a truck STILL on the lot that has the options that they sold me on (it is used, similar miles to mine as well) but they refuse to swap insisting that I need to pay up huge amounts to change trucks. Both trucks are 1 year old with similar miles and mine was $1000 MORE on the brand new sticker. Just ridiculous. Also I went to have the brakes checked and bled out and they didnt do that either, saying there is nothing wrong with the brakes. This is just ridiculous. They need to act in a professional manner.

  

  Business Response

  Date: 05/13/2024

  We are very willing to assist Mr. *** to find a different vehicle with all of the features for a fair deal, but his purchase of a vehicle without said features are not the fault of the dealership.  

  Our staff has attempted to connect with Mr. ***, but he has hung up, telling them to speak with the BBB.

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The only problem with this response is that THEY TOLD ME THAT THE ***** I BOUGHT HAD THE OPTIONS I WANTED. Tell you a story, sell you a truck, then tell you its your fault for believing the story. If I did that in my business I would be in big trouble. I think most people would agree this is a issue. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/26/2024

  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.

  In November 22, 2023 took my 2020 **C Terrain in because the engine light came on. After the technician checked it I was told my Turbo changer went out and will be replaced. ****** my service advisor told me he will check to see if it will be covered under warranty. ****** came back and said it will be covered and it will cost $3,333.37. They will have to order the parts and once they come in they will give me a call to bring it in. I was told my suv will be okay to drive. On December 15, 2023 I get a text message from ****** stating Good Morning *****! This is ****** from Kunes Buick **C of Oak Creek. I wanted to let you know that all the parts for your vehicle we have received. I double checked with our warranty team to make sure the repair is covered under the ** warranty and they advised me that it is not covered. I do have a quote for how much the total will be with tax and everything. Please advise on when you would like to make an appointment to complete the repairs. I called him and stated that when I bought the suv in before leaving I was told it would be covered under the warranty. He in return stated I will call the Elkorn dealership and see what warranty I had. This went on for weeks. I constantly called and left messages. No response. I finally found out that ****** no longer worked there and my information was just sitting and nothing was being done. Mine you I was told in December that all my parts were in. I was put in contact with ***** in service and he promised that he would get to the bottom of this. Well he called back on February 9th stating my turbo charger wasnt in. It has been on back order!! So on March 11th, ***************************************************************************** I call to schedule an appointment and I asked about a loaner vehicle. I needed a vehicle to get back and forth to work and to pick up the grandkids from school. I was told the had 3 vehicles out from being crashed and they would check into and call me back. I called yesterday and asked to speak to ***** was on hold for 15 minutes and was told they will have ******************* me back. Well that never happened!! It is now the next day and still no callback!! This is ridiculous!! I bought the vehicle in July 2023 and this has been a nightmare!!! I cant drive without it keep saying reduced power!! As of today my vehicle isnt changing gears properly. This is my only means of transportation and Im paying a car note on this vehicle and cant afford to rent a vehicle and to have mines repaired. I went up there this pass Friday to complain and was told theyre waiting for a vehicle to be turned in. I got a text yesterday and it stated still no vehicle to loan me so mine a can be repaired. I feel like because Im African American Im not taking serious!! While my vehicle is deteriorating and causing more and more damage. I feel kunes owes me a vehicle replacement for all the time and suffering Im going through. The state on their website that they are we're guided by a simple philosophy of ****** ****** and Giving Back. Thats a joke!!!

  

  Business Response

  Date: 04/06/2024

  We are very sorry for our team's poor communication, and are working with them to improve that greatly.  ********************** vehicle is currently in our shop being repaired, while ****************** is using our loaner vehicle for transportation.  We believe the repairs will be done to ********************** satisfaction and believe this issue will be shortly resolved.

• Initial Complaint

  Date:03/26/2024

  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.

  Went to look at a car today with cash in hand to make the purchase. Upon showing up to my appointment, which I was told the car would be ready for me to test drive an hour before I made my hour trip. Got to the dealership to be told that that car has been sold but we have a more expensive care that you might like, and tried to get me to look at it. I commented that that is a classic bait and switch tactic. I left and was called back well we have a different cat you might like more money and more miles come back and see if you want to buy this. Which I declined and asked to speak to the owner or manager. I was told that they were there call back and ask. When I did **** was on a week vacation. I told **** who awnserwd ai would give them the buisness day to respond. Which he told me this is just a miss under standing. Business day ended and I filed a complaint with the state.

  

  Business Response

  Date: 04/03/2024

  We are very sorry for the poor communication.  This was not bait and switch - truly only our team members failing to communicate with each other, and then to the customer.  The vehicle that Mr. ***** was looking at was sold late the night before, so when the appointment was confirmed, it appeared to still be available in some systems.

  Again, we are very sorry for the poor communication, and if we ever have a chance to regain your trust, we would appreciate the opportunity.

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  If it sold late at night then why didnt person contacting via phone and text state that they would have it pulled up and waiting for me? I tried to resolve this by talking to management, but I got the run around saying that she was available by your sales people then she is out and no one else could help, then a guy named **** talked to me who tried to argue with me. 

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

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on or abour 3/7 i provided this Dealership with my credit card # as a refundable retainer for them to find me a *************************************************************** i was able to find the truck i wanted to i contacted Kunes immediately and told them i was not going to buy from them but i found another dealership - I was told that my refund would happen but that it was a process..well, it's been almost 3 weeks now and i have not gotten my refund. I have contacted my credit card company to investigate as well.

  

  Business Response

  Date: 03/26/2024

  We are sorry for the delay.  Our system requires the credit card to be present to process a refund.  We believe the funds have been refunded and this should be resolved.

• Initial Complaint

  Date:03/12/2024

  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 went to Kunes in Belvidere and got a 2015 Equinox everything was going well until i received a letter from the the loan company stating they closing my account and contact the dealership. i went to them and they couldn't find me in there system they said and they acted like they didn't know what going on so I left, I wasn't making payment for a whole year I kept calling up there no answer the all of a sudden we in year 2023 they come a towed my car. I called around thinking someone stole my car i called the police and they told me who had my car. i then called the dealership and i ended up paying the ***** they waved the tow fee and i got my car back. now October 2023 the car stop working the engine went out. i called them there wasn't a warranty on the equinox and they said to come in to get another car. i still owed like 1800 remaining on the car . they use the car as trade in for ***** and i gave them *****0 down via debit card. now we in year January 2024. i got approved for the loan they asked me for a co signer due to me just getting a job and i didn't have check stubs to show. My ex-husband agreed to co-sign they used his income since he made more money than me and took his check stubs and verified and also my part time job we signed the contract even had to get new plates. now payment wasn't due until end of feb. now they contact my ex-husband saying saying the need us to come in and sign a new contract and i needed to bring in another check stub . i go into the office March 3rd bringing in check stuband asking where my ex-husband i stated he said he not coming to sign a new contract cuz we already did so they took my car back . now i reach out to them asking when will i be getting my money back. she going say the vehicle go through a service department. i didn't do anything to the car just drove it back and forth to work there wasn't ant damage done to the car nor was there any lights on stating stating any problems. the issue now is they trying give me back the car Equinox 2015 that don't work due to the engine just went out that they used as the trade in . the lady said everything is void and they trying make me get the car back, and tow to my house saying i wasn't approve for the loan. i told the lady **** said we was approved for the loan and gave me the keys to the vehicle we drove off the lot and i been driving for since January 6,2024 ( i feel like theY getting over on me and trYing to keep my money and i don't know how to go about the Equinox that they used as a trade in now trying to give it back to me? is this legal

  

  Business Response

  Date: 03/14/2024

  We do apologize - there was a miscommunication with our office and the refund of ****************** deposit is being processed today.

  As for the issues, there were credit challenges that make getting funding done difficult.  Her Equinox failed with around ******* miles, and it is indeed very predictable that end-of-life of a vehicle can come at that mileage.  With the second vehicle, there were some discrepancies on her application that caused the bank to reject her loan, and with her ********* unwilling to commit, we're at a stand-still.  We will be thrilled to continue to work with **************, and as her employment tenure improves, or if another ********* arises, we are confident that we can secure financing for her next vehicle.

• Initial Complaint

  Date:03/06/2024

  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 got a car from Kunes in ******, **. Had the car serviced there a few times over the years that I had the car. I'd go other places sometimes for oil changes when I couldn't get into Kunes and needed it done. But my biggest problem right now is the fact I was lied to. So I recently had issues with car as I was told could be transmission. So I had car serviced at Kunes. Never thought I needed to check the service receipts when I state what I need. Car started to get worse so it made me look at my service record and nothing was serviced for my transmission. I called Kunes service department and asked why my transmission wasn't serviced and by all my other service records it wasn't serviced all the other times either. The response I got was we can't service your transmission because it's a sealed transmission and was directed to take it to a ****** dealership which we have none in ****** and the closet is *********** **. I contact them and was told they could put it on a machine and check it for $500. My question is how did Kunes service the vehicle before selling it to me to make sure everything was good with the transmission if they couldn't even service it when I came in to get fluids changed and car serviced??? I take car to a shop who is able to check my transmission here all to tell me Kunes has screwed me over because they lied about not being able to service my transmission which has cause me problems now and my car is basically done for but I'm still making payments on this car. Now I am to come up with $5,000 to fix my car because I was lied to. I refuse to speak to anyone at the ****** ** location. I was to speak to the owner or whoever is under him to see what they plan to do. I am also filing a complaint with the Attorney General as well because this is not right to deceive customers and lie to them because you don't want to do your job correctly. I have my service reports that will be submitted to the Attorney General as well.

  

  Business Response

  Date: 03/09/2024

  We're very sorry ************** is experiencing problems with her vehicle, but our service team is not at fault.
  
  Her vehicle was purchased four years ago from our store, and it passed a safety inspection.  ************** has never requested our stores to inspect or service her transmission, and has declined some recommendations from our service team members.
  
  It is a vehicle owners responsibility to understand their vehicle and perform manufacturer recommended maintenance.  Though we work to assist our customers with all makes and models, there are services that only a ****** dealer could perform.

• Initial Complaint

  Date:03/03/2024

  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.

  We purchased a new 2022 ******* Palisade from Kunes. We needed a car & located one at Kunes, ~ 3+ hours away. We called Kunes, they verified they had the car & gave us the price, as we explained we would be driving 3+ hours to get there. When we arrived, the car was not on the lot & not available. We were very frustrated, but they proceeded to show us two brand-new 2022 Palisades they had (we drove to Kunes for a 2023 ******* Palisade). Part of their selling point was telling us that either of these cars (like all ******* cars) would have *******'s 10 year ******* mile warranty, along with getting free oil changes for the first 3 years/36,000 miles. ***** deciding to purchase one of these cars, we were then told that the price would be $56,000 (not the **** price of the same ************ of the 2023 ******* that we were supposed to purchase). This was roughly $4,000+ more than what we were told. We specifically asked if they were marking vehicles up over **** before driving there. They said that the price they gave us over the phone was it. They ended up selling us the car for around ****. We were frustrated but gave **** the benefit of the doubt. We took the car in for an oil change, which ended up not being covered because it was from ******. Weird, but we didn't think too much of it, until a couple weeks ago. We took our car to a local dealer for a warranty repair. Later they called & told us that the car is from ****** and that we may not even have a warranty. ***** waiting days to try to verify this, we called, texted, etc. Kunes multiple times to try to figure out what was going on. Not one person called us back, even when we spoke to managers who told us they would call us right back. Crickets. ***** more than a week of trying to figure this out, ******* of ****** told us that we don't have a US warranty, like we were told. So, here we are with a new car without the warranty we were told we would have. We were totally scammed! DO NOT BUY FROM THIS DEALER!

  

  Business Response

  Date: 03/28/2024

  We are very sorry for ********************** frustration, and its very unfortunate that she doesn't live closer, as we would have facilitated these claims.   ******** warranties can be honored in the US, but it's generally a laborious process for the dealer. Frequently customers will get a flat no rather than a dealer working to get it through.  Had we been able to assist, we would have absolutely taken the time to work through the process and honor her warranty.

  As ****************** isn't a local customer, we didn't have that opportunity.  We did reach out to ****************** to offer a similar warranty that can be more easily used in the US at our sole expense.  However, there was a delay in our receiving this complaint, so a delay in our offer, and ****************** has chosen to purchase a different vehicle.   We believe that ********************** new vehicle has resolved this issue.

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is an unacceptable response from Kunes. To say that they would have facilitated our claims and helped us with our warranty issue is a flat out lie. Our car was stuck at our local ******* dealership needing warranty work on a radiator leak. Our dealer couldn't find our *** in the system, and ultimately realized that our car was from ******. We were told that because of that, it did not have a ** warranty, and they were unsure if it had a warranty at all. If it did have a ******** warranty, they weren't sure it could be honored in the **. We were shocked and, of course, very upset to realize that we had purchased a brand new car from Kunes (and paid full price for it), and they had not been upfront with us about this being a ******** car. On top of that, they lied to us about it having a ** warranty! My husband and I called Kunes multiple times, and each time spoke with a different manager. We asked them why they sold us a car from ****** without telling us and also asked them to confirm if we had a warranty, and if so, what it was. We told them that our car was in the shop needing warranty work and that we needed their help to figure this out. Each manager told us that they didn't know anything about our car coming from ****** or whether it had a warranty, but they would get back to us. Not one person did! In the mean time, we were without our car for several days as it sat in our local dealership waiting for a response from Kunes. We finally were able to contact someone at ******* customer care in ******. That's when it was confirmed that not only do we not have the US warranty for 10 year/ 100,000 miles that Kunes told us that we had when we purchased our vehicle, we in fact only have a 5 year/ 60,000 mi warranty and a 5 year perforation warranty instead of 7 years, as we were told. Also, any warranty work would need to go through a lengthy approval process from ******* ****** before being done. We started working through that process, and thankfully ****************, who was feeling bad for us, said that they weren't going to continue to wait for approval from ******. They would just do the work and eat the cost if they had to since they knew we needed our vehicle. After getting the radiator repaired, we just wanted to get rid of this car. Having a new car with only half of a warranty, and having to negotiate with ****** each time it's needed, was more than we wanted to deal with. We still hadn't heard back from anyone at Kunes, so we decided to try to sell the car ourselves so as not to take a hit on a trade in. We wanted to be upfront with people about the Canandian warranty though, and ultimately that, and people being unable to run the *** (since it's not in the US system), scared all of our buyers off. Also, the title showed that our car was the Limited edition Palisade rather than the top of the line Calligraphy model. I'm guessing ******** Calligraphy model may be called the Limited? Either way, it was another concern for anyone interested in our car as it appeared that it was a lower trim level than it actually was. The only option left for us was to trade the car in, which we did. But, it meant that we took a significant loss on the car.

  Despite Kunes saying that they would have been happy to help us if they were given the opportunity in time, that couldn't be further from the truth. They never called us back or had any interest in making this right until we filed this complaint with the BBB.  It was only then that we finally received a call, just last week (3/26), from **** the general manager. We have been reaching out too them since the beginning of February with no response. **** acknowledged that this was a bad situation and that the ******** warranty is a huge hassle. He offered to give us an extended warranty, but it was too late. We had already sold the car, at a loss, just a few days prior. I told him that we felt that Kunes should at least cover the $3000 loss that we took on our vehicle, given the situation that they put us in. (We actually took a $4500 loss, but with the tax savings we appreciated with purchasing another car with the trade, we were only asking for our actual loss of $3000.) **** told me that he would have to talk to "Mr. *********************** about this and that he would get back to us. Again, we never received a call or any follow up. Rather, we just received their response to the BBB saying that since we have a new vehicle, this issue is resolved. It is not! Kunes needs to make this right! They were completely dishonest with us when we purchased our Palisade from them. We never would have paid full price for this car with a substandard warranty, at best. They pulled a fast one on us and now they have been unwilling to do anything to make it right. The burden of their dishonestly should not fall on us. They need to take responsibility for this!

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

  

  Business Response

  Date: 04/05/2024

  We're very sorry we've disappointed ******************.  When our General Manager spoke with her recently, he had the impression that since they traded in their ******** there was nothing we could do to make it right.   We'll reach back out and see what can be resolved.

  Customer Answer

  Date: 04/07/2024

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

  This is just another dismissive response from Kunes. They are not the dealership that we thought they were, and this is extremely disappointing. When I spoke with ****, the general manager, I told him that at the least, we would like them to reimburse us for the $3000 loss we acquired on our vehicle due to the gross misrepresentation of it (fraud) when they sold to us. We aren't asking for anything for the huge amount of hassle we have been through with this vehicle, or for the oil changes we had to pay for after being told they'd be free for the first year, or for all of the time and travel that went into finding a new car to replace this one. We're just asking for them to make up for loss we acquired when selling it. My conversation with **** ended with him telling me that he would "talk with Mr. *********************** and get back to me. Instead of getting back to us, they respond that they thought this issue was resolved. Clearly it is not when they haven't called us back and made this right. Once again, another person at Kunes that tells us that they will call us back, but they never do. We are reasonable and professional people, and this is blatantly wrong. They are not being honest in their communication with the BBB. We gladly await a call and a resolution from Kunes.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/11/2024

  We have spoken with ****************** and are sending a check for $3,000.  We believe this has satisfied her complaint and, once received will resolve this matter.  

  Customer Answer

  Date: 04/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************