Complaints

This profile includes complaints for Van Horn Budget Auto of Plymouth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Van Horn Budget Auto of Plymouth

  N5908 Willow Rd Plymouth, WI 53073-4312

• 

  Van Horn Budget Auto of Plymouth

  PO Box 494 Plymouth, WI 53073-0494

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:05/03/2025

  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 a vehicle on February 8, 2025 from ******************************* Center (Plymouth, **). Vehicle is a 2014 ***************** that had approximately ****** miles upon purchase. An extended warranty was purchased due to the age of the vehicle.I was forced to take the vehicle to the *********************** (Plymouth, **) on May 2, 2025 for a coolant leak. The water pump was found to be needing replacement which should be covered under the warranty. The issue at hand came when the service representative pointed out 8 issues that needed immediate attention, one of these being the tires. She explained they measured at just over 3mm with significant dry rot; they needed immediate replacement. I explained that I just purchased the vehicle and did a visual inspection of the tires which appeared to have an acceptable amount of tread. The service inspection at the time of purchase listed the tires at 5mm. I called Van **** Budget and explained it was not possible for tires to wear to this extent and quality after less then 3 months and only 4k miles. The manager refused any sort of reimbursement for the cost of the tires. This decision was made within about 15 minutes by the time I received a call back. I believe the tires were either measured incorrectly at the sale inspection or switched prior to me picking up the vehicle.Additionally, the serpentine belt repairs are not covered by the warranty even though this was a direct result of the water pump issue which is covered by warranty.All this is documented with both the original sale and the service notes and can be verified.

  Business Response

  Date: 05/05/2025

  For customer privacy concerns, to eliminate any conjecture on facts and to promote truth and veracity with customer complaints, Van **** will not engage in a public dialogue on this matter. If Customer desires to attempt a resolution, contact the dealership and ask for the general manager.
  
  

  Customer Answer

  Date: 05/05/2025

  [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,
  
  ***** *******
  

• Initial Complaint

  Date:02/02/2024

  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.

  Around summer of last year, I purchased an out of state vehicle with ************ Budget Autos of Plymouth. I paid around $18,500 for the vehicle, which includes the $2,000 warranty I purchased. I was told the vehicle ran fine and no mechanical issues were disclosed to me before I purchased the vehicle. I flew to ********* after all of the paperwork and payments went through for the vehicle to pick it up and drive it back to where I live, *********, **. On the drive back, I noticed the vehicle had a hard shifting issue, and that it shook at highway speeds. I did not think much of it as it is an older vehicle and I purchased the warranty for just that reason. I took the vehicle to a dealership a week or two later to have it inspected. Two weeks later the dealership called me back and stated that the vehicle needed transmission repair, and that they would not install a used transmission on the vehicle. I took it to another shop, who informed me the whole transmission would need to be replaced and that around $2,000 in suspension repair work had to be done due to rust damage. Luckily, three months later, the mechanic was able to get the warranty company to agree to purchase and install a new transmission in the vehicle, a repair that cost around $4,500. The warranty company refused to repair the suspension system as they do not cover rust damage. I asked ************ to help with the repair, since they sold me a truck with almost $9,000 of undisclosed repairs and they refused. I am now stuck with a $2,000 dollar bill to fix the suspension system that their warranty does not cover.

  Business Response

  Date: 02/09/2024

  Customer purchased a warranty and covered items were repaired

  Customer Answer

  Date: 02/09/2024

  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 warranty did not cover the other thousands of dollars worth of repairs that were undisclosed at the time of purchase.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/20/2024

  Everything was adequately disclosed per the ********* Buyers Guide.  None of the issues were present at the time of sale.   

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend and I bought a car from here 12/08/22 and we purchased a 3 year ***** mile warranty for an additional $2,100. I asked 3 different people multiple times if ANYTHING goes wrong with the engine or transmission would it be covered. The first person I asked said yes and gave me a brochure and showed me everything that was covered. The other 2 people both told me yes it covers if ANYTHING goes wrong it will be covered. One even made a comment about you the engine and transmission are the most expensive things to repair on a car so its good were getting the warranty. I even asked while signing the warranty paperwork if it covers if anything goes wrong with the engine or transmission and every single time I asked I was told yes. Here we are not even 3 months later and the check engine light comes on one the car. He drives an hour away for them too look at it and they are saying because the problem is sensors and even though its part of the engine its not an actual lubricated part of the engine its not covered. At no point and time when I asked them if it covered ANYTHING going wrong with the engine did they say it only covers this going wrong not even when I asked him while signing the paperwork for the warranty. So now they are saying he has to pay almost $1,300 to get this car he purchased 3 months ago with a $2,100 warranty that isnt going to pay anything.

  Business Response

  Date: 02/13/2023

  
  Hi *****, we are sorry that you are having an issue with the vehicle, unfortunately the sensors are not covered under the service contract.  After our discussion on Wednesday, February 8th we are more than willing to work with you on the repair, but due to the components that failed not being covered under the service contract, we cannot just fix the vehicle.  If you would like us to try to work with you on the repair,please contact our General Manager, ***************************, at ************. Thank you.