Complaints

This profile includes complaints for Graham's Auto & Truck Clinic, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Graham's Auto & Truck Clinic, L.L.C. has 2 locations, listed below.

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  Graham's Auto & Truck Clinic, L.L.C.

  N3333 County Road J Poynette, WI 53955-9297

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  Graham's Auto & Truck Clinic, L.L.C.

  4618 County Road N Cottage Grove, WI 53527-9762

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:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the ************** 2023 I purchased a ******** **** from ****** auto at there cottage grove location for $13,590. I also purchased a warranty from them for $2,265. A week after purchasing the vehicle the vehicle started leaking coolant, I reported it to the dealership and I was asked to bring it back to the dealership which I did. My vehicle spent 2 weeks with them and they never fixed it. I inquired about the status of my vehicle and i was told that the warranty company have a wait period of 30 days or **** miles before they can approved a maintenance repair which I did not know at that time. I got frustrated and asked for a refund of my warranty money. I called the warranty company that the dealership claimed to have purchased the warranty from (Endurance warranty company ) the warranty company told me that no money has been paid to them. Its has been 2 months and I am still asking for a refund for the warranty that I cancelled with them (****** auto) but I still have not received any word on my refund. I am filing this complaint so that your office can help me get me money back.

  Business Response

  Date: 01/04/2024

  Dear ******,

  We are completely perplexed by this complaint as we have tried to go above and beyond helping this customer. Three weeks after the purchase, the customer notified us about a coolant leak, to which we promptly diagnosed the vehicle and informed the customer that we would need to wait 3 days to apply for warranty coverage. It is a standard and widely known practice that most warranty companies do not allow filing the first claim within 30 days. However, despite being informed of this information, the customer displayed rudeness towards our employees and decided to take the vehicle home without any repairs. The customer informed us shortly later that he would like to cancel his warranty. To which we had maintained constant communication with the customer during the cancellation process, informing him that he is not entitled to a refund since the vehicle he purchased has a lien and even the day when the check was mailed (12/14/23). You will see in the attached documents a copy of our email chain showing the customer acknowledging and agreeing to where the refund check would be sent to. However, it is important to note that this was a third-party warranty that the customer purchased from our third-party finance team, Dealer Dynamics. It is important to clarify that we are not responsible for the warranty, as we are merely an intermediary, since the purchase was made between Dealer Dynamics, UW ************ (the lien holder), and Endurance. We have tried to satisfy and resolve this situation however, we have staff members who are unwilling to engage with ****** due to his consistently rude and argumentative behavior towards multiple employees. We have taken every possible step to ensure his satisfaction, and at this point, he will need to contact his lien holder, UW ************, for further discussion regarding the warranty, refund, and vehicle loan. UW ************ has received and cashed the refund check on 01/02/2024.

  Sincerly

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