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:02/20/2023

  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 2014 Buick enclave from 8th street on 10/12/2022. The owner, ***** wife was driving the vehicle and had brought it to the lot for me to test drive on the local streets (no interstate around). He explained that she had been driving it for a few weeks and loved it. The buyer guide was not on the vehicle. I completed the purchase, they did not tell me that the vehicle was a buy back. However, at some point during the transaction,they did have me sign the buyer's guide without explaining it was a buy back lemon or what that even meant. I drove the car home my normal way from ********* to ******************** (not the interstate). I purchased the car on a Wednesday. That weekend I was able to drive the car on the interstate. I felt shaking. I called on Monday 10/17 to let them know that I felt shaking while driving. I left a message for the owner *****. I miss a call back on 10/19 and called them back on 10/20 speaking the office assistant. I cannot recall her name at this moment. She told me I could bring my car in on 10/28 and they would look at it for me. After about 5 minutes their mechanic said he didn't have enough time i had to reschedule (I dont live in town). I called and rescheduled it and spot to a young man on 10/31 at 8:26 am who scheduled me for 11/4. I had a friend take the car on that day. He was told that I didnt have an appointment and that I no-showed on 10/28. After I spoke to the assistant again she continued to tell me i was lying and did not come on 10/28 as they would not have sent me away. Finally she talked to her mechanic who then said that I was i did show on 10/28. I was then rescheduled again. They look at the care and said there was a defect in the tire and that they would order a new tire and call me to put it on but it would take a while as they were not in stock. I continued to wait to hear when the tire was in.  The assistant had called me to tell me she needed the title that the bank send me for my trade in car. I thought they had just sent it to me for my file. I told her I would bring it in when they were finishing the work on my care as I do not live in Rapids. At the end of November I received a text (Friday evening) from the assistant demanding I bring in the title for the car I traded the next day as they had already sold the car. I explained that I was out of town and was unable. She threaten to to get an attorney. I explained/inquired on the status of my tire, and again explained that per out prior conversation, I was bringing it to that apt and apologized. I said I could bring it Monday. She said that there was nothing wrong with my car and that I did not have any ongoing needed services. She was extremely rude and mean. On Monday she called and said she confirmed that they were supposed to order a tire and it didnt. I brought the title when I had the tire put on. I then received a bill stating that I owed for the tire. I think this has been resolved after being sworn at by the owner. In December I took my car in because the All ************* light had come on and my all-wheel drive was not working. I was told that it either needed a new modular or an update. I took my car to a GM dealer who was unable to complete the update. I took it in again as directed to see if they could clean the wires to perform the update. They were able to but it did not work. I need a new modular. Due to the significant amount of ongoing issues I have had with this car, I talked to them about trading it in. The sales persons told me that this car was a buy back/lemon vehicle and asked if the explained that to me. I had no idea. He explained that as I owe ****** on this car and the amount of work it needs they could not even offer me a trade in. I came home and look at the paper work.
  I also had to purchase a new battery about 1 month after buying the car.

  Business Response

  Date: 03/17/2023

  we rectified this problem and what this was she bought the vehicle and it wasn't running properly I asked where did you go with it? You had it two weeks. We put 4 brand new tires on the car. We sent the tire back she hit something hard enough it broke the tire 

  Business Response

  Date: 03/17/2023

  Yes, ****** did purchase a vehicle from ** on 10-12-2022.  She had driven the vehicle and there was no shaking that was going on.  I am not sure how long she was gone but she had looked over the vehicle with the person that was with her as well.    I understand that there may not have been an interstates that are not right in town but she does not live in town but going home she could have taken 34 which is an interstate.  Yes, she called on Monday October 17, 2022.  ****** had explained that she had gone to ******** over the week end and the vehicle now had a shake in it.  I was very confused because there was no shake in the vehicle.  ****** could not come in until March 28 at 9 am; so I had thought that maybe it was an alignment issue because we had just put new tires on the vehicle and because this vehicle had been driven there was no mention of the shake from other people.  She had called and again and had rescheduled from 9 am to 3:30 on Friday March 29, 2022.  That time did not work for her either so we had scheduled her to come in on Monday November 7, 2022 at 9 am.   I had put a note eon the account that this had to get taken care of that day.  The person that was brining the vehicle had called and said that he could not see and it was not safe to drive the car all the way to Rapids from St. Point, so we had changed the appointment to Friday March 11, 2022 at 8 am.  When we finally had gotten the vehicle here to take a look at it a broken belt.  We had to order the tire.  She then scheduled the tire change for Friday March 25, 2022.  Because we had put new tires on  the vehicle on September 23, 2022 I had figured that the tire was defective.  We did not charge the customer because if there is a defective tire our supplier will credit us the amount of the cost of the new tire.  We had sent out the tire to our supplier and they had sent us back an invoice saying that the damage to the tire was from impact ( included is the invoice from the supplier).  They did not cover the tire so we had sent a bill to ****** because the tire was not warrantable.  She had called when the bill got to her and said that she was not paying that because it was our fault.  I am unsure how if we have not driven the vehicle that it was our fault but the owner had taken  the call and said we will take care of that Merry Christmas.   

   I understand that ****** did not live in **************** but she could have sent the title when she received it from the bank.  ****** said that she did not have to give us the title until the tire was fixed.  Unfortunately she had trade the vehicle in good faith.  I had called the *** and talked with the state about the title because she had not gotten it to me and I told him that she was holding the title because there was work that needed to be done.  He said that we needed to try and get the title before we had gone to any other matters because it takes a long time. during all of these times that she had come or sent some one to our dealership I had asked for the title.  In the state of ********* I had the ***** of ******** form filled out and I was just waiting for the title from the bank.  As this was going on the customer had her brother call us back and tell us that we should be taking care of this.  She only had the car for a weekend before this had happened.  I explained that we were taking care of the problem.  He did not understand that we could barley get her in to take a look at the vehicle. 

  Once the tire was put on the vehicle I have not heard anything from the customer.  I am not sure why a dealership would not give a trade in?  That is up to them.  I did not know that she wanted to get out of the vehicle I have not spoken to the customer since this had happened.  As for the module we do not have the ability to know when things are going to go out.  We change modules in vehicles if they need them.  I understand that she had bought a used vehicle.  When I buy a vehicle from any dealership that is my responsibility when I drive it off of the lot.  She does not give a date of the module.  If that had happened in January or February when she had written this how long is a dealership suppose to fix a vehicle for no money?   

  Enclosed in this email is the buyers guide that was on the window that the customer had signed and the copy that we keep in the deal jacket.  I set it down and said that this is everything that we looked over.  I have the customer take a look and ask if they can sign the document that she did.  

  Also enclosed is the invoice from our supplier with the reason why they would not cover the tire.

  Customer Answer

  Date: 03/25/2023

  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 firmly disagree with many statements. The day I purchased the car I took my normal route home that I have always taken on county trunk P from **************** to ********************. The route I took home should not have mattered. I never take hwy 34.
  Wednesday - 10/12 purchased the vehicle.
  Thursday & Friday 10/13-10/14 I had to work. It is a was a very short commute from my home.
  Saturday 10/15 I drove on the interstate to my parents from Plover to Junction City. This is when I noticed the shaking.
  Saturday & Sunday 10/15-10/16 the dealer is closed.
  Monday 10/17 I called and left a voicemail on ***** phone regarding my concerns.
  Tuesday 10/19 I had a missed call from the dealer.
  Wednesday 10/20 I spoke to the assistant and expressed my concerns. She explained the mechanic was only in the shop until 3:30 pm, Monday - Friday. I explained that I work until 3:20 pm. I had to obtain approval from my manager to leave work early to bring the car into the shop. We scheduled for 10/28 at 3:30 pm. She reassured me that the mechanic would stay over to look at/address my car.  
  
  Friday 10/28 I took vacation time to leave work early to take my car to the dealer. When I arrived the mechanic look at my car for about 5 minutes and told me I had to reschedule so he had more time.
  Monday 10/31 I called (8:26 am) and spoke to a gentlemen who scheduled me to bring my care back in on 11/4 at 9:00 am.
  Friday 11/4 my friend *****, took my car to the dealer so I did not need to try to take off work again as they close before I could get there. When he arrive he was told by the assistant that I did not have an appointment and that I did not come to my appt on 10/28. I spoke to her on the phone while he was in the office. She continued to fight saying that I was lying and that I never came and that I did not call to make and apt. She stated that the mechanic was out that day and there way no way anyone would have schedule me. Again,I provided the ************* I called to set up the apt. After she spoke with the mechanic, he agreed that I had come on 10/28. New apt scheduled for 11/7. The assistant had stated that she needed a copy of the title which was sent to **** explained we would bring it at the next apt. I didnt now that this was ***** as I have  never dealt with that before.
  Monday 11/7  My Friend ***** was going to bring the car the the apt as I could not get off work. However,her had to reschedule because the evening before (11/6) he got metal in his eye and was in the *** He was unable to see out of his eye. He was driving from ****** to ** rapids which would not have been safe. This apt was rescheduled to 11/11.
  Friday 11/11 My friend ***** took the care to the dealer. We were told that there was a tire defect, and the tire would be replaced and covered. They would call me when the tire was in to put on. I forgot to send the title and would bring it to the next apt.
  
  I continued to wait to hear back from the dealer for an apt once they received the tire.
  Friday 11/18 (evening) I received a text from the assistant from her personal phone stating that I had to being the title in the next morning because they had already sold the car a few weeks ago and needed it. I was out of town and could not get there the next day. Again, I was not aware of the urgency and was waiting for my apt. My brother had called because they had already been very concerned that I was driving around with my child in a vehicle that had a defected tire. Due to the amount of difficulty, I had already had with them, he hoped to help get things figured out. I then spoke to the assistant on the phone who stated that there was nothing one their end that needed to be done on the care. Everything was completed and I was refusing to provide the title. Again, I explained I was out of town for the weekend. I do not live in **************** and was waiting for my tire apt and id bring it.She continued to tell me I was lying. That once the vehicle is driven off the lot they dont have to do anything. They have not obligation and that they had already done me a favor. After a very aggressive conversation, she agree to check with her mechanic on Monday if there really was a tire being ordered.
  Monday 11/21 I received a call from the assistant stating that the tire wasnt ordered but the mechanic agreed that the order was supposed to be placed. We scheduled form Friday 11/25.
  Friday 11/25 I took my care into the dealer. They put on a new tire and I gave her the title.
  The only apt I could not schedule at the next available date was the apt on 10/28. I had to get approval to leave work early form my job. There hours were the same as my work hours. After that I always asked for the soonest appointment as my friend ***** was laid off work and was able to take there vehicle whenever the soonest apt was available. I wanted to get things figured out. In their letter above they try to imply that I was difficult to get the car in. This is extremely inaccurate. In the letter above the state that they had not driven the vehicle to cause the tire concern. However, the deal himself told me how his wife had been driving the vehicle for a few week and we had to wait for her to bring it to the dealership for me to test drive. This is also why the buyers was not in the window and just pushed at me when I was being rushed to sign the papers. It was never mentioned that this care was a buy back and it was a very rushed situation on their end when it came to the paper work.  She had never notified me to send the title into them. She agreed that I could just bring it in until she began to text me demanding it the next day.  
  I was told several times during the very rude conversations I had with the dealership that once I drove the vehicle off the lot they were no longer responsible for ANYTHING. They told me that in the paperwork it states that. I asked them to explain whereas I couldnt find it but they would not tell me.
  When I spoke to ***** regarding the bill I received for the tire, I did express concerns that this had happened prior to me buying the care. I had hardly drove the vehicle since I bought it because I was working and knew I hadnt hit any curbs. His wife had it for a few weeks prior to me buying it. ***** told me I was just like everyone else looking for a handout. He swore at me several times and the conversation ended with him saying Merry F**king ************ hanging up the phone.   I did not go back to them for the ongoing concerns of my care due to the horrible service I have received, and they told me that they are not responsible. Im not sure why I would go back to them.  The buyers guide was NOT on the window. His wife had JUST brought the car back for me to drive. They did not explain ANYTHING on the buyers guide. Again, it was just shoved at me to sign in a rush. We did discuss and confirm verbally the milage ect prior any paperwork being completed. 
  Regards,
  
  ***********************

  Business Response

  Date: 03/27/2023

  I am sorry that she is upset about the tire not being repaired in a timely fashion.  I had asked for the title many times and her response was that she was keeping the title until the tire had been fixed!  i had then told her that she had no legal standing to do that because she no longer owned the vehicle.  I had contacted the DMV ***************** Unit and asked what action I could take about the title.  The person that I had spoke with said that the best way to get this done was that she needed to get the title to us.  i am not exactly sure what ****** would like us to do at this point.  I know that a sensor has gone out in the vehicle.  She had purchased this vehicle on October 22, 2022.  The tire was fixed on November 28, 2022.  The next time that we had heard from her was in December about the tire repair bill.  The supplier of the tire had sent us back that it was because of impact that the tire was bad and she had the  vehicle in her possession when this had happened.  We don't know who was driving the vehicle or how they were driving the vehicle.  I had sent invoice that told what the tire supplier had said.  She then called and said that she was not paying the bill.  I should have charged her the day that we had put the tire on the vehicle.  We just thought that the tire would be covered because we had just put the tires on in September.  Once we received the information from the supplier was because of impact and the only person that was driving it was the owner of the vehicle.  That is why we had sent out the bill.  Once she had received the bill she was not very nice when she called and said that she was NOT paying the bill.  The owner then said Merry Christmas; we will take care of the bill.  When she had received the bill for the tire in December was the last  time that we had heard from the customer until the ******************** emailed us because she had put something out on their website in February and I did not put anything on-line until March.  I am not able to help someone with something if I don't know about it. I am not sure what she wants us to do but having a conversation on-line is probably not going to help her.  I'm not sure what we can do for her at this time. She has had the vehicle for five months and people can do a lot of things to vehicles in five months.  We have not had an in person conversation with this customer since November 2022 when we had fixed the tire.  How can we help if we don't know anything about the problem?

  Customer Answer

  Date: 03/28/2023

  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.
  
  Due to the fact that I was not properly notified that this vehicle was a lemon/buy back. I would like a refund on the vehicle. Due to the horrible treatment a lies I had prior to this with your company, I knew I couldn't come directly to you. It recommended I try this route prior to retaining my lawyer.  It was not mentioned it was a buy back vehicle. The buyers guide was not in the window. Your assistant shoved tons of paper at me showong me where to sign. It was never ever mentioned that this was a buy back vehicle and I sadly trusted what she was putting out for me to sign. 

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