BBB Accredited Business since

Best Car Buys Ltd

Phone: (720) 622-9600 Fax: (720) 221-4934 View Additional Phone Numbers 1300 W Alameda Ave, Denver, CO 80223 View Additional Email Addresses http://bestcarbuys.com/


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Best Car Buys Ltd meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Best Car Buys Ltd include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 36 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

36 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 1
Delivery Issues 2
Guarantee/Warranty Issues 4
Problems with Product/Service 27
Total Closed Complaints 36

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Best Car Buys Ltd
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 7

Additional Information

BBB file opened: January 25, 1973 Business started: 05/15/1972 Business started locally: 05/15/1972
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Auto Industry Division & Motor Vehicle Dealer Board
1881 Pierce St Rm 112, Lakewood CO 80214
http://www.colorado.gov/revenue/AID
Phone Number: (303) 205-5604

Type of Entity

Corporation

Business Management
Mr. Leon Reaves, Manager Mr. Frank DeHoff, Vice President Mr. Nick Domenico, President Mr. Ed Pavletich, Controller Ms. Sonja Simons
Contact Information
Principal: Mr. Leon Reaves, Manager
Business Category

Auto Dealers - Used Cars

Products & Services

Since 1972, Best Cars Buys has been a leader in the Denver area in used vehicle sales. We specialize in affordable cars, trucks, suv's, and vans. Providing buy here/pay financing, Best Car Buys is dedicated to helping clients establish or re-establish their credit.

Industry Tips
Automobile Dealers (New & Used Sales) Car Fraud

Customer Review Rating plus BBB Rating Summary

Best Car Buys Ltd has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1300 W Alameda Ave

    Denver, CO 80223 (720) 622-9600

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchas** from Best Car Buys a 2004 Oldsmobile Alero on July 16, 2015 since that date I have had several repair issues: 1. 7/30/2015 had to have new modem put in key switch, when repairs were complet** I ask the service person for a receipt for the repairs, to date I have not receiv** documentation 2. 8/10/2015 took back for back passenger side window modem repair, and windshield wiper replacement. no receipt given. 3. 1/7/2016 had vehicle tow** to car lot as it would not start. Representative ***** stat** he would submit order to fix. This took one week , as this took several calls in order to get anyone to respond to the status of the repair, and although under Warranty I had to pay 96.00 to have work completed. The repair was for the key alarm, as I never again receiv** a receipt after requesting one. 4. On 1/25/2016, the vehicle was taken back again for the same issue Key Alarm as the vehicle would not start again. After several attempts and visits to the Dealership to obtain paperwork regarding the repairs I have to no avail to this date been able to obtain any paperwork that states this work was completed. Upon purchasing the vehicle a car fax was given which stat** there was a recall on the ignition switch I question** ***** ***** the seller about this issue and she stat** this had already been taken care of. However after purchasing the vehicle this issue continu** to occur. The car would not start again on 7/26/2016, I upon several attempts to call Best Car Buys and did not get an answer or leave a voice mail as their mailbox was full. I had to have the vehicle tow** to ** ******* Chevrolet on 7/26/2016 for the same issue the ignition key as the car would not start again upon inspection at ** ******* I had to have the Ignition Cylinder and Passlock, chang** this would ultimately cost me $770.87. Had this repair been complet** at Best Car Buys I would not had have to have this unexpect** expense. In a nut shell. I was never given any paperwork for this issue as it was never repaired. The Dealership conveniently I believe knew this issue would never get resolv** although I was assur** upon purchasing the vehicle that the issue was resolved. so therefore stall** me until the warranty ran out. I have receiv** nothing but unprofessionalism an unfair business practices from this business since the purchase of this vehicle.

Desired Settlement: I would like for the Dealership to provide me with all repair orders for my records as there should be some, and also refund the 770.00 & 96.00 that was paid out due to the Dealerships negligence.

Business Response:

On July 31st, 2015 the customer had an issue with the vehicle dyeing while driving and had a hard time starting the vehicle.  The vehicle was sent to an independent garage that ***** ******* ********* had an agreement with at the time.  They shop found that the vehicle need** an Ignition Coil and an Ignition Module.  Both of the repairs were cover at no cost to the customer.  The repairs total** $295.00.

 

In August of 2015 the customer contact** ***** ******* ********* with a concern that the rear passenger window would not go up or down.  The vehicle again was sent to the same independent garage to be diagnos** and repair** on August 12th, 2015.  The shop found that the passenger rear window regulator had fail** and need** to be replaced.  The repair did not fall under the warranty that was provid** with the vehicle but was cover** free of charge to the customer by ***** ******* *********.  The repairs total** $376.91.

 

On January 11th, 2016 the vehicle stopp** running, the security light came on and it felt like the vehicle was not getting and gas.  The customer had a key made.  The vehicle was taken to RM Repair to be diagnosed.  The shop had the new key programm** to the vehicle which did not initially fix the vehicle. After further diagnosis the technician ran a security system relearn to get the car start** and running.  The total for the repairs total** $195.38.  ***** ******* ********* assist** with the repairs due to the addition time it took to diagnose the vehicle by covering $100 of the total and only financing $95.38 to the customer.  The repairs again were not cover** under the warranty of the vehicle but due to a great payment history was happy to assist with the repairs.

 

On January 25th, 2016 the vehicle security light came back on.  The vehicle was sent to RM Repair to be diagnosed.  The technician found that the vehicle need** an ignition switch and passlock.  The customer disput** the findings and stat** the ignition switch was replac** previously at Herb Ives during the July 31st visit.  An ignition coil and module was replac** during that shop visit not the ignition switch.  Both the ignition coil and ignition module are locate in the engine compartment and directly relate to sending spark to the spark plugs to ignite to fuel in the cylinders.  The ignition switch is locat** in the steering column and sends a signal to the starter to start the car.  The customer took the vehicle, never made arrangements with ***** ******* *********, and the estimate was clos** out on February 9th, 2016.

 

The policy up until June 2016 for all the repairs shops was to have the customer reach out to ***** ******* ********* for any paperwork regarding the repairs and the costs of the repairs.  The customer request** copies of the repair orders and an email was sent on February 3rd to the customer with copies of the repair orders.

 

There were numerous attempts to have the customer bring the vehicle back to the shop to have the vehicles issues confirm** and repaired. 

 

We will happy to provide the customer with copies of the repairs that have been completed.  We would like to have the opportunity to get the car back into the shop to repair the issues. Being able to complete the repairs in house will allow us to provide assistance on the costs of the repairs and the parts as we have shown throughout the repair history of the vehicle.

 

 

Consumer Response:
Complaint: ********

I am rejecting this response because:as of this day we have not receiv** any paper work or email stating what work and repairs have been done too vehicle

Sincerely,

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

Business Response:

Mr. ******* my name is **** ****** and I am presently the Operations Manager here at ***** ******* *********.  I'd first like to apologize for the time and inconveniences that you experienc** through this ordeal and also commend you for continuing to keep up with your excellence pay history.  We really appreciate all our customers especially those that keep up their end of the bargain as we should.  We that being said I have decid** to add the $770 to your account and also forward you the invoices you've request** with the hope that this will make both parties whole again.  As I've stat** we appreciate your business and want to keep you as a loyal customer.  Now please understand Mr. ******* you are dealing with a us** vehicle which is why we do offer a warranty and things will happen.  Just know that we are here for you and will do what we can.

Now I won't apply that $770 until i hear from you that this is okay, so please contact me at the number below or by email.

Thank you

**** ****** jr

Operations Manager/FPF

###-###-####

*****@firstpremierfinancial.com

9/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a car from Best Cars Buys, which is affiliated with ** Repairs. I bought the car in January and have had many mechanical issues with it since. My car was taken to ** Repairs on August 5th. I was told it had transmittion issues, needed ball joints, an alternator. I can't get them to return calls and when I call back after being hung up on it transfers to voice messaging. They are rude when you initially call in and they treat you like your complaints don't even matter. They won't give me an update on my vehicle and lie endlessly about what is going on with the finance company and my vehicle.

Desired Settlement: I've been inconvenience without a vehicle for 2 weeks and when I ask about a loaner they don't have one available. I want a loaner, I want them on record as being a poor company to take your vehicle to.

Business Response:

To whom it may concern:

 

The vehicle was delivered to ** Repair to have a safety inspection completed on the car prior to returning the vehicle back to the customer on August 8th, 2016 at 12:08 pm.  The reason for the vehicle needing to be inspected was that the vehicle in question was repossessed on 7/28/2016 and ***** ******* ********* requested to the vehicle to be looked at prior to returning it to the customer to verify that the vehicle is safe for the customer. 

 

During the inspection our technicians found that the check engine light was illuminated, the 2 front tires were worn to the cords, the passenger ball joint had play, and the vehicle would need an alignment.  3 codes were found for the check engine light and they all related to the Transmission. (P1744 TCC System Perfo**ance, P0732 Gear 2 Inc, and P0741 Torque Converter)  At that time we had the vehicle moved to an independent transmission shop to verify what was the cause for the transmission codes.  The transmission shop found that the transmission was in need of an overhaul.

 

The customer came in and spoke with the shop the same day the vehicle arrived demanding her vehicle.  At that time we gave her an update on what we had found and an estimated time it would take to repair what we had found once approval was given by ***** ******* *********. 

 

The approval was given on 8/11/2016 at 3:35 pm to proceed with the repairs.  All the repairs in question were approved under a $200 deductible covered by the warranty on the vehicle.  The Tires, Ball Joint, and Alignment are not covered under the warranty but was packaged with the $200 deductible for the transmission to help the customer.

 

The repairs were immediately started at the shop.  The 2 front tires, the passenger lower ball joint and the alignment were done at ** Repair by the end of day on the 8/12/2016.  The vehicle was moved to **** ******* ************ for the transmission overhaul on Monday 8/15/2016.  An estimated time of completion was given for 8/22/2016.  This was communicated with the customer multiple times.  She did not believe that the vehicle would be done by 8/22/2016 and filed a BBB complaint.  The customer also called the transmission in a mad state to get updates multiple times in a 3 day period.  Due to the state the customer was in we worked with the transmission shop and was able to push back other repairs to get Ms. ******’s car completed by the end of day 8/18/2016. 

 

The customer continued to call to get updates after we had given her an estimated time of completion. 

 

The vehicle was brought back to ** Repair the morning of the 19th and we found that there was a minor leak from the coolant recovery tank which we replaced and fixed at no charge.  The customer was notified that we had found that the recovery tank was leaking but would be fixed that day and  her vehicle was completed and was ready for pickup.  The customer stated that she did not know why we would contact her to tell her about the additional finding and that she had contacted an attorney and was tired of dealing with us.

 

The customer was 22 days past due and had an open promise to pay $225.41 by 8/20/2016 on 8/19/2016.

 

On 8/23/2016 the promise to pay was still not paid and the customer requested a letter stating if she would pay a specific amount the vehicle would be released.  The customer made a $30 payment and made another promise to pay $225.41 on 8/24/2016 .  On 8/24/2016 she only was able to pay $200.00 of the $225.41 and we released the vehicle back to the customer.

 

The customer is currently 5 days past due and has an open promise to pay on 9/2/2016.

 

The vehicle prior to this has never been in the shop or had any documented service issues with the vehicle.

 

7/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I dropped my vehicle off on Tuesday 7/12/2016 to be serviced by your repair department. Today is 7/19/2016 i have yet to hear from anybody from your repair department. They supposedly repaired a faulty A/C unit which turned into me needing a tune up and a week later i have not heard anything from their department. Your customer service is poor i have called and called and have been transferred and hung up on. Now i have a faulty loaner vehicle which is broke down and nobody can seem to figure out whats wrong with my car or a new loaner vehicle. This is completely unacceptable and unprofessional. My next step will be to get legal representation involved if this issue is not resolved by 7/20/2016.

Desired Settlement: I want my car back and repaired and i rather not deal with your repair department again.

Business Response: Ms. ****** originally brought in her vehicle on 6/28 with complaints that the transmission was slipping and A/C was not blowing cold.  We had diagnosed the car that the engine was not slipping but in fact had a miss in it and it was in need of a tune up and the car did need a HVAC controller unit to fix the A/C so it would blow cold.  Tune up was completed but the HVAC controller was not installed at that time because the part was not in.  Ms. ****** agreed to take vehicle and make another appointment to have unit installed to fix A/C problem.  Also, I had covered $196.20 of the repairs for her inconvenience.  She made her appointment for 7/12/16.  When her car was having the HVAC unit installed, smoke started coming from the unit.  We then found she had an electrical issue in the car.  I called Ms. ****** to let her know what the problem was and apologized that our service center would need to keep the vehicle longer than expected and that I would provide her with a rental vehicle free of charge.  She agreed and picked up the rental immediately.  During this week that we had her car, there was a shift in management and we wanted a certain tech to fix the electrical issue.  Ms. ****** called in on 7/19/16 at 3:38 pm and spoke with finance wanting to know the status of her car, she was transferred to customer care and received voicemail.  She called back at 5:38pm and let customer care know that the rental had broken down.  Customer was put on hold so rep could talk to manager and Ms. ****** hung up during holding. Ms. ****** called right back and rep told her we would get rental towed and call her in the morning of 7/20/16 to get her and estimate of when her car would be ready and to get her a working rental.  Talked to customer on 7/20/16, got her into a working loaner and the manager of the service department talked to her directly of the issues of her car and that her car would be done hopefully by the evening of 7/21/16 or 7/22/16. Customer was content with this settlement.

7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to Best Car Buys on May 14th of 2016 and purchased a used vehicle(2008 ***** ***********). When I started driving about 2 days later a light came on(transmission). I called the company and they agreed to repair it. They picked it up(******* ******-- **** ******* *** ******* ** *****) on May 31st 2016. They had it until June 10th 2016. When I got it back it still wasn't fixed and had additional problems. I called and spoke with someone and they told me it would be a wait until they can pick it up again. I was also told I am was not able to get a loaner vehicle because they had no more. They called me and then told me I could get the loaner after their second attempt. I decided to just not deal with them anymore and return the vehicle since this seems to be their issue EVERY SINGLE TIME. I had the vehicle less than 30 days and was told I have been "deleted" out of their system. I called to get documentation of giving the vehicle back as well as the towing documentation for the times they came to pick up the vehicle. I was told from ******* ****** they cannot release any of the information without the "vendor" consent. My "vendor" would be ***** ******* *********. First Premier Fiancial stated they "deleted" me out the system and they can't see any of my information anymore. I have called to see about getting my down payment back but I was told I'm not getting that back as well as the open account on my credit. I NO LONGER HAVE THIS VEHICLE.

Desired Settlement: I would like the open account to be removed from my credit as well as the down payment of $700 back.

Business Response:

MS ****** I'M NOT SURE WHO YOU SPOKE TO WITHIN THE COMPANY SINCE YOU DIDN'T MENTION NAMES BUT THESE ARE NOT THE POLICIES OF OUR COMPANY.  ONCE A DEAL IS DELETED IS DOES NOT SHOW UP ON YOUR CREDIT AS AN OPEN ACCOUNT.  IT MAY TAKE THE BUREAUS 30 DAYS BUT THIS WILL NOT HAVE AN EFFECT ON YOUR PERSONAL CREDIT REPORT. WE WILL ALSO RETURN YOU YOUR DOWN PAYMENT AND AGAIN I DON'T KNOW WHO YOU SPOKE WITH.  PLEASE FEEL FREE TO CONTACT ME AT ************ *** ****.

 

**** ******

OPERATIONS MANGER

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

720-622-9590

Consumer Response:
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. I have only spoke with **** ****** once in which I'm waiting for a returned call regarding the down payment. Hopefully I am able to obtain the full amount if any as stated by the business. 

Sincerely,

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

 

7/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filled a complaint almost a year ago about my car and the company I bought it from and repairs needing to be done to the car. This led to almost 4 months of bs from the dealership, fiance company and the auto repair shops they use. Finally, they fixed my car, during this time I did not have my car for a time while it was being fixed. I was told that none of the repair charges would be charged to my account and I would not be responsible for these charges. I also, received a call from a manager at the company, **** *, stating that they would take care of three of my payments during this time frame. I recently found out these payments and some of the repair cost were tact onto the end of my loan.

Desired Settlement: The only outcome I would accept is for these amounts stated above to be removed from my account entirely, like I was originally told would be done by ****, because "they don't do business like that."

Business Response: this is not correct.. this customer did have mechanical issues that were repaired and paid for by our company.  No repair cost were place on her account.,  I **** ****** personally spoke to her and assured her that once she was back in her vehicle we would give her a fresh start and not charge her for the period of time she was without her vehicle.  AT NO TIME DID I TELL THIS CUSTOMER WE WOULD PAY HER CAR PAYMENTS.  That is not legally possible since we don't pay car notes for our customer.  I tried talking to this customer today and all she did was yell, scream, and cuss and refused to listen to anything,.  I advised her I would not listen to this type of language when we have helped her several times.

Consumer Response:
Complaint: ********

I am rejecting this response because: Hid response is incorrect, I was advised by ********* and ****** on Friday June 10th that payments had been deferred to the end of my loan. I at no time my car was being worked on ever asked for payments to be deferred or said I couldn't make them. I received several calls from **** while my car was being worked on stating this is not how we do business and to help you out "I will take care of the payment" this statement implies he is taking g that amount off the loan. This was not ever done yes, I spoke with him yesterday and did get vocal however, I did so after he yeleld, got loud with me and proceeded to tell me that I was wrong he didn't say he would take care of the payments. He proceeded to tell me I needed the help while my car was in the shop and that was not the case, my payments where made by me a couple days early during this time frame and I did not ever ask for help or state I needed help with them while my car was being fixed. They are a shady no good company and unless they honor what I was told I will not accept anything.

Sincerely,

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

Business Response:

MS ******* YES I REACHED OUT TO YOU BUT YOU WERE THE ONE THAT STARTED YELLING WHEN YOU DID NOT AGREE WITH MY RESPONSE,  AGAIN I NEVER TOLD YOU WE WOULD MAKE A CAR PAYMENT FOR YOU.  WE DON'T MAKE CAR PAYMENTS FOR CUSTOMERS.  WHAT I TOLD YOU WAS I WOULD GIVE YOU A FRESH START BY SINCE YOU WERE A COUPLE PAYMENTS BEHIND.  AS OF TODAY YOU HAVE NOT MADE A PAYMENT IN ALMOST A MONTH.  YOUR VEHICLE IS AT RISK OF REPOSSESSION IF I DO NOT HEAR FROM YOU THIS WEEK.  I AM WILLING TO SPEAK WITH YOU AND RESOLVE THIS BUT YOU MUST MAKE YOUR PAYMENTS ON YOUR VEHICLE

7/8/2016 Guarantee/Warranty Issues
6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a car from Best car buys and two days after our purchase the car completely broke down. We called to have the car towed and fixed which they agreed to. But we didn't hear back from them for over a week, this included me calling every day and not getting an answer or being told they'll call me back. Eventually I got a hold of customer service and they let me know they didn't have a report that the car broke down on file. So I had to tell them the whole story again and it took two more days to pick up the vehicle. A few days go by with out hearing how the car is doing so I begin to call every number for their businesses for another week this time not a single person will answer a phone call for days. I emailed their feedback team asking why no one has picked up a phone call in a week or let us know how the car was and a manager got in touch with me right away and let me know they haven't even looked at our car, but they were going to work on it immediately. Things seemed fine until a few days later when they told us it was fixed and ready for pick up. We arrived at the the lot and they pulled the car up to the door, gave us the keys and started walking away as fast as possible, we look towards the car and there is solid stream of liquid literally pouring out of the bottom. We shouted at them to ask why pur car has a stream of liquid pouring out of it and they tried to play it off like it was normal to have a waterfall like stream coming out of the engine. They realized just how bad it was when they looked at it and drove it away. I tried to get a hold of the supervisor after the incident and it took me a few hours of calling and re calling to get an answer and they looked over my file and said none of my calls or reports were written on my file and no one heard about them trying to return the vehicle to us in a way worse condition than they took it in. It's extremely unprofessional that no one will return phone calls for weeks or reach out to us about the car we're paying a hundred a week for that we haven't had in our possession for almost 3 weeks now. When I was able to speak with a supervisor about how uncomfortable I was having a car with problems from a company that won't even return a phone call, along with feeling like they sabotaged our vehicle because I complained about the situation. I asked about returning the vehicle. They said it would be no problem to return it but they are going to file a repo against our credit of $12,000. Its completely unacceptable that we only had the car Ina condition to turn it on for two days, made three payments all on time even with the car out of our custody, yet they want to say that we didn't make our payments and pretty much ruin our lives for the next seven years all because they refuse to answer their phone calls. I'm also concerned that they are scamming people when we went into pick up the not fixed car their lobby was filled with 13 other people all talking about how they think their repair shop is purposely breaking the vehicles more when they take them to be fixed. Another huge red flag on this "business" is that their supervisor refused to give me any other supervisor or managers names. I truly believe that they will not return my messages and tell me they can't help till later to try to push back so we go over the 30 days, that way they won't be responsible for the issues. I just want to return the car we had for technically two days and go separate ways from this company without the credit penalties I understand them keeping our weekly payments but not ruining our credit by lying that they "repossessed " the vehicle. I honestly feel concerned for anyone that goes into this lot that they're going to have their life ruined financially or they're going to drive off with their brake lines cut. Its a very scary situation that they don't really seem concerned about.

Desired Settlement: I think its more than understandable why we want to return the car. All we want is to break our contract in a civil manner. I also feel like it's not a lot to ask that they don't lie and file a repo against our credit for returning the vehicle. We haven't had it for weeks yet we've still been making all of our payments, there is no reason ruin our credit for 7 years by saying the car was repossessed when it wasn't. This company's motto is "getting you and your life back on the road" so you'd think they'd be more willing to help than ignore and lie.

Business Response:

I AM TRULY SORRY ABOUT THIS EXPERIENCE AND WOULD LIKE YOU TO KNOW YOU ARE A VALUED COMPANY THAT WE WOULD LIKE TO RIGHT THIS WRONG.  I HAVE PERSONALLY SPOKEN TO THE CUSTOMER CARE MANAGER AND YOUR CONCERNS ARE BEING ADDRESSED.  I ALSO CALLED YOUR PHONE TODAY AND LEFT YOU A MESSAGE THAT YOU ARE APPROVED TO RETURN TO BEST CAR BUYS AND PICK OUT ANOTHER VEHICLE.  IF YOU NEED TO SPEAK WITH ME MY NAME IS LEON REAVES, OPERATIONS MANAGER AND MY PHONE NUMBER IS 216-551-1005.  AGAIN WE OFFER OUR SINCERE APOLOGY FOR THIS EXPERIENCE.

5/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Horrible customer service, failure to repair the car back to it's original state, lies in advertising, harassment, poor business practices, collusion, etc.

Desired Settlement: Complete repair OR release from contract

Business Response:

I would like to first apologize to Mr. ****** for the confusion.  I have spoken to my Team and we have agreed to repair the vehicle at no cost to this customer.  I have also reached out to the customer by phone and left him a message.  I am awaiting a response from Mr. ****** to get this issue resolved and have him back in a running vehicle.

Thank you

 

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

Operations Manager

216-551-1005

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was refused service to fix problems that are under warranty

Desired Settlement: I would like to trade it in for a different car this one keeps falling apart after 3 weeks of owning it

Business Response: I had my Customer Care Team reach out to this customer concerning this complaint.  We agreed to get the customer into a loaner today and get his vehicle into the shop IMMEDIATELY.  Apologized to the customer for the confusion and gave him my number in case he has any other issues.  Customer is now satisfied.

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2003 ford escape January 6th' 2016. I was driving home last night and the check engine light went on, the car started shaking and it smelled lim Me something was burning (rubber maybe). I called this morning approximately 8am to RM Repair, I told them about the issues with the vehicle and they said I had to call First Premier Financial and let them know they then need to send a email to RM Repair to get a diagnostics and I would have to pay for that. Even though I have only had the vehicle 2 month's. Their excuse is the vehicle is more then 10 years old. Their appointment Their first appointment is March 29, 2016. I can't wait that long I have to go to work. They may be able to provide a loaner IF they have one. I am so disscusted with Best Car Buys. I want my car repaired at no charge to me because I haven't had it that long. My daughter bought a car there also, it has electrical issues. Several people have bought cars there only to be taken advantage of because this is all they can afford! My issue is not only product related, but customer satisfaction, customer service, standing behind the cars they sell and customer assuredness. Please resolve my issues as I am going to report them to the dealership board as well.

Desired Settlement: Repair at NO cost to the consumer

Consumer Response: This vehicle came with a warrantee. And after only 2 months it should not be falling apart. 

Business Response:

WE IMMEDIATELY CONTACTED THE CUSTOMER AND APOLOGIZED FOR OUR INITIAL LACK OF CUSTOMER CARE.  EXPLAINED TO HER THAT WE APPRECIATE HER BUSINESS AND WOULD LIKE THE OPPORTUNITY TO RIGHT THIS WRONG.  WE AGREED TO IMMEDIATELY GET HER VEHICLE TO CHECK AT NO COST TO HER AND TO PROVIDE A RENTAL.  AGAIN WE APOLOGIZED FOR OUR MISTAKE AND THE CUSTOMER SEEMED PLEASED.

2/13/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a car on January 23rd. When I first purchased the vehicle it had an oil leak that I was aware of and Best Car Buys agreed to repair. I couldn't even pick up the car till Tuesday, January 26th. Upon picking up my vehicle I was able to drive it all of one day before the heat stopped working, the brake lights would not turn off and smelled of burning oil. I took the car back to Best Car Buys and they said they would repair it. However, it is now Tuesday, February 2nd and they still have my vehicle, have not repaired my vehicle, are not calling me with updates, have not provided me with a loaner vehicle and when I call or go down there they tell me, "we'll call you" or refuse my requests to speak to a manager. In addition after doing research it was brought to my attention as well that the purchase price of the vehicle was almost twice that of any suggested retail value for that vehicle.

Desired Settlement: I would like to terminate my financial contract with Best Car Buys, have my down payment refunded and return the vehicle they're already in possession of. I also do not want this to negatively impact my credit in any way since this is a problem on their end and not my unwillingness to pay for the vehicle.

Business Response:

Good Afternoon,

We have reached out to Mr. ***** to discuss the concerns with his vehicle. We have extended an offer to Mr. ***** to get him into another vehicle or just overall cancel this account entirely for him. He explained to us he would be considering the options discussed and get back with our organization by Saturday 02/06/16 with his decision.

Thank you for your time, 

2/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle from Best Car Buys on 12-6-2016. A representative name ****** called the location I work at and asked if I worked there. It a new location and a new project for my company so we have executives coming in to check on the development. When ****** called to verify my employment he told her she had to call the employee verification number. She continued to badger him (his words) and asked if I work tomorrow? He told her he could not answer that andagain rreferred her to employee verification. She. Continued to keep asking. I reported this to ***** and ****** at best car. Buys. She called to get information from me and I asked if she was the. ****** that called my job' at first she said there iss more then one ******' thenadmitted it was her. I told her the questions she asked were iinappropriate and. I was told she badgered my manager. She denied that and said calls were monitored. I told her I didn't want to deal with her and please have someone else call me. ****** called this morning, I told her again I don't want to deal with you have someone else call me. ****** called, said she will be my representative now. Then ****** called again with what started to be an apology, then began saying it was a lie what was said...I HUNG. UP.

Desired Settlement: I want her fired for lack of professionalism and customer service badgering

Business Response:

We have reached out to Ms. ****** and discussed the phone call placed to her employer. We apologized for any inconveniences caused on behalf of our organization. We assured her the purpose of the call was to attempt to verify employment for the approval of her loan. We care about customer feedback and as an organization always take corrective action to ensure customer satisfaction. 

Consumer Response:
Complaint: 11088698

I am rejecting this response because: Even after filing this complaint FPF still failed to answer my calls on the repairs needed to my vehicle. I called shortly after purchasing and spoke to ********. She took down the information and forwarded to R & M Repairs' when I called to make an appointment R and M Repairs said they didn't receive the email from 
FPF and I needed to call them back. I tried for two weeks and no one called me back. Terrible customer service.
Sincerely,

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

Business Response:

Since our last conversation with Ms. ****** she expressed that the service center that she was directed to was unable to take her in for an appointment so we advised her we would assist in the coordination of this appointment. Since then we have had a representative attempt to reach out to her a few times to assist with this and was unable to reach her. I just reached out and spoke with Ms. ******, she stated she did not have her phone for some time but had time to coordinate this and we have assisted with the coordination of her service appointment.

Thank you for your time, 

2/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In July 2015 I Purchased A Car From Best Car Buys In Denver 2007 Saturn Ion With Over 120,000 Miles On It With The Car Came 1200 / 12 Month Warranty! After Not Even Having The Car A Month My Wife & I Noticed The Check Engine Light On When I Contacted The Finance Company I Was Told It Couldn't Be Looked At Until It Was Due For An Oil Change Which I Was Told I Couldn't Take In Till October 2015 , On December 14, 2015 I Took The Car In For An Oil Change & To Have Them See Why The Check Engine Light Was On Since My Wife , My 4 year old son & myself were planning to Take A Trip To Iowa Spend The Holidays With My Family ! I Was Contacted By The Fianace Company They Informed Me What Was Wrong With My Car Telling Me The Head Gasket Needed Replacing & They Claimed My Car Was No longer Covered Under The Warranty but Told Me That Since I Tried To Get My Car Looked At In August That I Could Have The Cost Of The Repair! They Agreed To Pay Less Than Half & Fianace The Rest ! When I Finally Got My Car Back It Was In Worse Condition Then When I Took It In , I Was Told I Could Take It Back To The Same Mechanic Or Pay To Have It Looked At By The Dealership. I Chose To Have a Friend's Mechanic Look At It Now The Engine Misfires, Manifold Has A Crack & Leak In The Exhaust! Fianace company contacted me again saying there is something else wrong with the car & I can Fianace the repair again ! I'm Very Unhappy With This Whole Deal Feel I'm Being taken advantage of , Car isn't even close to being worth what i am paying! I Feel I'm Being Scammed & Taken Advantage Of !

Desired Settlement: I Don't Want The Car Anymore I Haven't Had My Car For Almost A Month & Yet I'm Paying For It Still & I Don't Feel I Should Have To Pay On The Repair When It was returned in worse condition then when I took it in For Just An Oil Change ! I'd Like To Return The Car With No Issues & No More Money Coming Out Of My Account ! That Is The Only Way To Resolve This Issue Other Than Contacting an Attorney & Local New Stations ! I Have A 4 Year Old Son & I Need a car I can depend on , Which I Now Have !

Business Response:

Good Afternoon,

Mr. ******* vehicle arrived at the shop for an oil change mid December 2015, but his vehicle also had a Check engine Light on. Upon inspecting vehicle they recommended repairs to his engine and we requested the customer take the vehicle to a specialized engine shop. Once the vehicle arrived at the shop we received a diagnosis on his vehicle and were advised by out warranty department that his vehicle repairs are not covered under warranty due to the mileage on the vehicle since the time of purchase. We reached out to Mr. ******* advising him of this and made an agreement to assist with a portion of the repairs and assist with financing on the remaining portion. The vehicle did return for an additional repair after it was delivered and due to customer inconvenience we covered that repair as well. We have reached out to Mr. ******* to discuss his concerns with the vehicle as well as the additional help on his repair cost to ensure the success of his loan and get him back into his vehicle upon his agreeance. We are to discuss this matter further once he has had the opportunity to discuss it with his wife. We will provide an update once an agreement has been finalized.  

1/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this vehicle on April 29,2015,from Best Car Buys car has been in the shop almost every since I purchased car wouldn't even pass emissions until it was in shop for a week had to have head gaskets repaired was given a loaner car,but next several times car went to shop I was told they would give me a loaner,and never received one.I am a emergency medical courier and can not be without a vehicle and tryed explainin this,and every time car went to shop it was there for a week or more,and nothing happens except car comes back worse,car is very dangerous to drive accelerates at high speed when driving and when this happens brakes don't work either I have explained this to customer care and the finance department the vehicle has a one year warranty which is not being honored I even lost one of my jobs behind this,and I have stopped driving the vehicle because it's dangerous and I've almost had 3 accidents,but it seems they could care less because all they want is their money without honoring the warranty which is in the contract the lights won't even turn off unless I remove internal fuses,when car accelerates at high speed it is not the gas pedal sticking the car just accelerates and gets faster and faster,and I have stopped driving because I don't want to have a accident and someone gets seriously hurt or killed,so I have stopped making payments on vehicle because they will not honor the warranty. I have even ask them to exchange the vehicle.

Desired Settlement: Repair car,exchange car,or just take car and remove from my credit,because car is very dangerous and someone is going to end up seriously hurt or killed in this vehicle if repairs are not addressed.

Business Response:

MY NAME IS **** ****** AND I AM THE OPERATIONS MANAGER OF FINANCE.  I PERSONALLY REACHED OUT TO THIS CUSTOMER AFTER I HAD BEEN TOLD THAT SHE WAS EXTREMELY UPSET AND DISRESPECTFUL TO OUR REPS AND MANAGEMENT TEAM.  INITIALLY THE CUSTOMER WAS PLEASANT AND CALM AND I AGREED TO PICK UP THE VEHICLE AND HAVE IT LOOKED AT BY ONE OF OUR SHOPS.  I TOLD THE CUSTOMER THE VEHICLE WOULD BE PICKED UP THAT DAY AND TRIED TO GET HER ON THE PHONE WITH OUR CUSTOMER CARE REP AND CUSTOMER IMMEDATELY STARTED YELLING AND SCREAMING AT ME ON THE PHONE.  I EXPLAINED THAT I WAS TRYING TO HELP HER AND SHE CONTINUED WITH A PERSONAL ATTACK AGAINST ME. I TRIED TO EXPLAIN THIS WAS THE FIRST TIME I HAD SPOKEN TO HER AND ONCE AGAIN THE YELLING AND SCREAMING GOT WORSE.  SHE THEN HUNG UP THE PHONE TELLING ME SHE WOULD NOT BE PAYING FOR THE VEHICLE.  THE VEHICLE WAS THEN REPOSSESSED SINCE THE CUSTOMER HAS NOT MADE A PAYMENT SINCE 12/5/2015.

Consumer Response:  
Complaint: 11084162

I am rejecting this response because:First Premier Financial,operations manager,and all sales reps are liars the only thing they aren't lying about is its true I haven't made any more payments on the vehicle because as I stated before the car is very dangerous and they have been told this multiple times and nothing has been done to fix the vehicle and as many times as the car has been in the shop since I bought it the car should have been fixed the day I explained to them how the car was accurateing,at high speeds the car is dangerous and I almost wrecked twice in the vehicle,but yet the warranty was still not honored,all they were worried about was their payments and not honoring the warranty and preventing a horrible accident and injuries from happening my life was in danger and they could have cared less as long as they got their payments and warranty not honored. The car has been I shop on and off since the first week I purchased,and I have asked many many times to speak with operations manager but was told by his reps I couldn't speak with him,because quote that's what he pays us for.so exc
Sincerely,

***** ******

Business Response:

Again, this is **** ****** responding to the report.  I did not lie about anything that happened when I spoke to this customer this past Saturday January 23, 2015.  I only called the customer to assist her and have the vehicle picked up and when I tried to get Customer Care on the phone to work out that pick up the customer started yelling and screaming saying do whatever you want, I am not paying for that vehicle and it was not in that language or tone.  That is the reason why the vehicle was repossessed.  the customer hasn't paid and told me directly she wasn't going to pay.  Now if the customer wants the vehicle looked at and is willing to continue to make her payments I will assist in any way I can but I will not listen to the language or tone this customer has previously used.

 

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

Operations Manager/Finance

First Premier Financial

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

1/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My vehicle that I purchased has been broke down the entire time I have owned the vehicle. I purchased a 2004 Nissan Xterra on OCT 21, 2015. The vehicle immediately had problems. I finally got the finance company to acknowledge me and they allowed me to bring the car to one of their repair facilities. After having the vehicle for 1 week (5 days) they gave me the vehicle back saying there is nothing wrong with it. I then took the vehicle to another shop on my own and the shop did find items broken and wore out causing it to run poorly. The finance company sent it to another shop of their choosing and had repairs done to the exhaust. I was never given a invoice or receipt to show what exact work was done. When I got the vehicle back it was doing the same thing as before only not as severe. I notified the finance company and again it was placed in another shop of their choice. The shop made unknown repairs and sent the vehicle back to me. That same night I was warming up the vehicle and it started sputtering and eventually died. I tried to restart the vehicle and it made terrible noises. I called the finance company immediately and they picked it up and took it to the shop again. They have now had the vehicle for over 7 days and I have not been able to get any response from them as to the status of my vehicle. I currently have a loaner vehicle from the finance company but I would like to know what is going on with my vehicle.

Desired Settlement: I have had such a terrible experience with this vehicle and the car lot and finance company I would really just prefer to get my money back and go elsewhere for my vehicle needs.

Consumer Response: The Vehicle was returned. It is already having issues again. I was at a stop light and the vehicle just died. After it restarted the check engine light came on and the vehicle performance has declined again doing the same type of issues that were supposed to be fixed previously. The code resulting from the check engine light is for a catalytic converter that I was told was replaced. I am beyond frustrated with this vehicle. I sent an Email to the repair contact for the finance company and am awaiting response.

Business Response:

We sat down with Mr. ******** on 01/05/15 to discuss the concerns with his vehicle. We advised of the diagnostic received by a shop and that the company would cover the cost of the repair as well as provide him with a rental for transportation as the repairs were being completed. Mr. ******** agreed to allow us to do so, we provided a rental the same day and handled the transport for his vehicle to ensure the repairs were completed. As we were awaiting the repair completion Mr. ******** advised us he changed his mind, he returned the rental a few days later. Since the time of purchase we have worked diligently to ensure we have provide our customer with prompt service, tow services on his vehicle, rentals and covering the repairs for the two prior times his vehicle was in a shop to ensure his customer satisfaction reliable transportation. We will continue to follow up with Mr. ******* to discuss his vehicle, repairs and loan and hopefully get Mr. ******* back into his vehicle.


1/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I barely have this car and we try to contact them frst and they still has not fix the wheel bearing and I have little kids. My payment is 355 a month and the problem came from day one and they don't stand behind there warranty at all my car been in different shops that they would choose and nothing get done at all. I went for a oil change November 20 and whatever they did my oil light been staying on and I actually took a picture of that I purchased this car in September and it has not been able to run right. One time we went to Missouri to visit and the car was breaking down on us and they told us that we was on our own because they only would come and get us from Denver only. So they don't care about anything but their car payment. I have contacted them several of times and I just want them to make it right.

Desired Settlement: I need them to fix the car the right way instead of letting my family be at risk everytime we half to leave somewhere. Since we been to them this is the second vehicle in less than6 months that they gave to us instead of fixing the problem.

Business Response: The customer purchased their vehicle on July 2nd, the warranty given to the customer at time of sale covers the lubricated parts of the engine and transmission. The customers motor mounts and alternator went out on July 21st. These items are not covered under warranty, but were repaired for the customer at no expense to them. On September 22nd, the customer bottomed out their vehicle and knocked loose their muffler. This was also repaired for the customer at no expense to them. The customer now has a wheel bearing out and needs a oil pressure sending unit, these are both non-warranty issues. These two items are also wear and tear items, that will go out on any vehicle over time. Best Car Buys is willing to cover the cost of the oil pressure sending unit. We are also willing to finance the cost of the wheel bearing, with no upfront monies from the customer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this businesses response. If you review the recorded conversations that best car buys had with me previously about the issues they told me something completely different than what this response is saying. This is the first time an oil pressure sending unit has been mentioned to me. On the phone they had told me it was the wheel bearing and hub replacement that needed to be replaced. At the shop that Best car buys ltd sent me the mechanic told me that it was my oil pan and wheel bearing. Due to the fact that I have never received any proper paperwork showing any of the service ever being performed on the vehicle there are many differences between the mechanic, best car buys and what I am being told both in person and on the phone of which is recorded through Best Car Buys. Because of this I really am at a loss. I also would like to dispute the fact that they are saying that I bottomed out my vehicle causing the muffler to fall off. I was at the shop at the time of the repair for my vehicle of which was Lowry car care center for the my exhaust and Cadillac converter completely failing which was said to have been rusted and missing some bolts, not because I bottomed out. The alt. and engine mounts failed 18 days into driving it off of the car lot. At the time of sale I was aware the vehicle was used but was also told by both the dealer and the financial department of Best Car Buys LtD that the vehicles sold are taken through an extensive look over and diagnostics as well as being reconditioned for resale. That being said these parts just did not get looked at for safety before being sold? I would propose that I be able to take the vehicle to a mechanic of my choice and having a full diagnostics as well as mechanical look over to ensure the safety of this car and Best Car Buys do their best to cover the failing parts or mechanical failures with the vehicle. This is not the first vehicle I have gone through this with Best Car Buys if you go into the records I was sold a 2005 Chrysler Town and Country mini van that was unable to pass an emissions check, the mechanics could not fix this and due to it being against the law for any dealer to sell a vehicle in Colorado without it being able to or already passed emissions slip according to the lemon laws I was placed into the 2006 Pacifica which again has major issues one after the other. I also would like to mention that their response says nothing about the new issues that are going on with the vehicle now beyond what they say was diagnosed as the oil pressure line and wheel bearing? It is now making loud noises under the engine area and the oil pressure light is coming on periodically. This to is another issue that occured a few days after being serviced by Sheridan Auto that Best car buys sent me to. Its all a mess and I feel I am at a loss with this vehicle. 356.00 a month for a vehicle that has issues as soon as driving off the lot? How can people work to build their credit if they can't afford to fix a vehicle that will break down within days to weeks and make their payment. I also would propose that BBB audit the business for the sale of unsafe vehicles and lemons to other vulnerable customers such as myself. I do have recordings of the new noise the vehicle is making as well as a picture of the oil light on in the vehicle attached with time and dates from my cell phone.

1/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have had my car for under 1 year but have only had in possession for about 4 and half months. i have spent a small fortune on the car and rentals. I bought my Nissan maxima in December of 2014 after my first purchase had an engine blow after 11000 miles and immediately noticed problems and then the problems resulted in me getting rear ended because the clutch master cylinder was defective. in early February I had them take to repair the suspension and the damage from the accident. after that it wouldn't be till June that would I see my car the clutch master cylinder still wasn't fixed at the time the trunk had a huge leak (the spare tire compartment was completely full of water). so about a week later and 3 near miss crashes later I took in and wouldn't see my car for three weeks!!! and then they told me nothing was wrong with it and then somehow right when we were going to go pick it back up. they called and said it did the thing that you said it was doing. then with 2 hours it was repaired and in my hands. so now its august my fiancé noticed a strange smell. I have only had in my possession for about a month so I went and ahead and took it apart with knowledge and experience in mechanics. well the cylinders for completely full of radiator fluid yes all 6. then as I am taking the car apart I noticed most it is junkyard parts!!. so after 2 weeks of it being down and paying for rentals before accepting to the repairs I said I need new a "new" engine which would cost 4300- 4900 for installation. they ok we will finance after on the phone saying they will replace it with a new engine. after being diagnosed they still wouldn't furbish a rental so 3 weeks pass by and 1700 dollars in rentals later they give me a loaner vehicle which started to fall apart (no surprise). the loaner vehicle had temp tags and we returned the day after they were expired and they said it would be a couple of days before we get it back well trusting in that we got a short term retinal. after a couple of days they refused to give the loaner back without any reasoning and yes they still had my car. so it was about 3 and half weeks later and 2800 bucks in rentals later we finally got the car back. with a junkyard motor and charged us 5100 dollars in doing so and not even 3 hours after having the car back engine light pops on and the vias sensor and a evap leak were the cause of it. I took it to the shop that replaced my engine with a junkyard motor when I requested a new motor. he deleted the codes and said "well we will see if it comes back on" which was 2 days after receiving it back. a couple hours later my transmission drops and only had 3 gears 1st,3rd,and 5th also no reverse. call them they take it to mile high transmission. they said it was just a clip and they replaced it. about a week later and another 700 dollars in rentals later we get the car back and after driving for 5 whole days and 4 hundred miles later the tranny drops again and only having 1st,3rd,and 5th and also no reverse with what sounds like rocks in the engine (loose timing chain) and also another sound like something freely spinning inside the engine . this was last night on the 29th of November. that is why I am reporting this because I don't want anyone else being fooled by their practices. my fiancé called them today and they said take it back or forfeit it and have it default the loan which would effect my credit. well a month ago October 22nd my fiancé and I tried to get another car form a different dealer and when they ran my credit it didn't show my either of the vehicle loans that I have had through best car buys so we weren't approved because of no credit history which is a lie because I have a 2002 pt cruiser through best car buys and my current vehicle a 2002 Nissan maxima. neither of the vehicles showed up. I am fed up with these people and how they treat people and the car their saying get you and your life back on the road is a complete and utter lie.

Desired Settlement: I want my car fixed with a brand new engine with transmission issue resolved. with my loan resolved because of the lose of money and employment (3 jobs) and over 8000 dollars spent in rentals and of course the obvious the 5100 dollars.

Business Response: ****** ******* purchase this vehicle from Best Car Buys on 12/29/14.
Shortly after purchase he reached out to us to inform us of some concerns with his vehicle. We had the vehicle inspected by a third party vendor and determined the vehicle needed a clutch and struts, both items normally not covered under warranty. Due to how close the repairs needed were, to the date of purchase, the company covered all repair cost for customer and no charge to him. During these repairs we assisted the customer with a rental through enterprise and even assisted the customer in financing his insurance for the rental as he did not carry full coverage insurance. After he picked up the vehicle he advised us he still felt like there was an issue with the clutch so we advised customer to take the vehicle back to the shop. Before customer could get it to a shop he experienced an accident with the vehicle. Vehicle was inspected and covered under the collateral protection insurance carried on the loan. Repairs were completed and there was a delay in delivery back to the customer due to the insurance deductible for the accident. We also had the clutch re-inspected before delivery form the shop that completed the repairs, who found no issue with the clutch. We assisted with financing on the deductible and released with them making a car payment. Customer picked up the vehicle and shortly after had the vehicle impounded and didn't follow through with payment on car or deductible. We recovered the vehicle and paid the impound fees and tow fees to recover the vehicle from the Impound. At this point we were contacting to make arrangements on the account and fees due and were unsuccessful in reaching them for some time. We finally were able to reach them and discuss all payments due on account and fees due, we assisted with extensions on payment and financing on some fees, to get them back in there vehicle, this was around April. We also assisted with extension on some of his payments.
There was no further communication to our customer care department regarding repairs until September when he advised us of issues with the engine. Mr ******* attempted to complete the repairs on his own and contacted us when the vehicle was taken apart. We advised to send us pictures of the vehicle so we would be able to assess what engine shop would assist with repairs, we expressed concerns with finding a shop to complete repairs due to the conditions of the vehicle and there possibly be missing parts. We received pictures and communicated the conditions with a shop who agreed to take on the work. The customer at this point had exceeded the mileage warranty for their vehicle. Due to amount of mileage driven on the vehicle they had exceed their warranty coverage. We still agreed to help with some of the cost of the engine and finance them. We assisted with $600 of the cost of the engine and once again provided a rental for this as well for 28 days, all cost covered on our behalf. The duration of the repairs were longer than expected due to the conditions we received the vehicle and finding later there were some parts missing.
Overall we have assisted, with repairs, tows, rentals, financing additional fees (impound and deductible) and have done everything possible to ensure they have a working vehicle. If the customer is experiencing any issue with his vehicle we due ask that they get in contact with our customer care department to get the vehicle to a shop and have a diagnostics completed. We have reached out and left a message to please get in contact with our office.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
dear to whom it may concern. money has been spent of both sides of a non working car from beginning to end all services were worse then sub-par. to date since the car recently breaking down we have to pay out of our own pocket 10,045.36 for rental vehicle's while my vehicle was being serviced and while we had the ford van for a rental the vehicle was falling apart due to wear and tear and only limited to 100 miles a day and 45 cents a mile thereafter. the (loaner) vehicle also temp tags that expired after 28 days of loaning it after giving it back we were told that it would take a couple days to get it back. we were never given the (loaner) vehicle back even after asking. the when the vehicle went into the shop I was provided with a rental for a week and half and then one week while during this time I was on the phone about 9 times ahead trying to make head way on my vehicle that I gave them in February while after that shortly got into the car accident because of a faulty clutch master cyclinder that after the very leaky trunk there is a pool of in the spare compartment they took it repaired and as they called me to come get it they told me that the vehicle finally messed up in the way I was describing so the repaired in 2 hours. without no apologies that the car I had only received form them not weeks prior had gotten me into a accident. when I asked for a NEW ENGINE replacement they said they would help finance it . they pictures that I took every single part that I had taken out. just incase if it came to needing pictures (even the oil). the vehicle has had an amazing amounts of money spent on it in order to get it (working) again but it still hasn't it sounds worse then before and I do not accept because all the work ever done on the vehicle has been below average work and so to be back in the shop. I shouldn't have to continuously have the work warrantied out it should be done right the first time. the good thing to know is that they have had vehicle for a week and don't even know whats going with it right now lol.

Business Response: We have made substantial attempts to reach out to customer to try and discuss his concerns. We have been unsuccessful in getting a response to any calls or emails. Debtor has stopped communication and defaulted in payments. We encourage them to get in contact with our office to discuss his loan and concerns with his vehicle.

Complaint Response Date bumped because: Data Base Migration

10/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There is an issue with the powertrain in the car,jerks while driving it. The finance company and the shop refuse to fix car, saying cant pinpoint prob I bought 2007 kia spectra on 07/30/15. while driving the car it started jerking, it feels like someone slammed on brakes while im driving. I started making calls to First Premiere, finance company who handles the warranty. The car has 12000 mile or 12month warranty. I let them know what was going on, I spoke with Karla originally at first premier. She sent me to lowery car care, the first time I went this shop closed early. The second I dropped it off the night before so lowery car care could check out the issue in the morning. Lowry car barely drove my car and said all they could find wong with it was that the transmission fluid was so black it was basically burning in the transmission and looked like it had never been changed. At this time the kia had about 99998 miles on it, a few hundred more than when I bought the car. After, arguing with first premier about paying the cost to change the transmission fluid, first premier finally agree to pay that cost. However, fluid was not changed because I also, stressed this jerking issue and explained to Karla about a drive safe device from state farm I have in the car. I explained it tracks mile and if there is a diagnostic issue with the car gives codes. I had two codes for the powertrain/transmission, that were showing on the device. Karla and now her manager ******* decided before fluids were changed they would have me take it to High country transmission, specialty shop they are contracted with. I was able to drop the kia off at high country Monday night, 09/21/2015, the first shop only had it a day 09/17/2015. High country then proceded the next day to "look" at the kia, I let the men working there know exactly what it was doing about how long it would need to be running or how many miles about before the issue would take place. They drove it about 10/15 miles and said they couldn't get it to duplicate the problem. High country then, asked if I could come drive the car with them, I was not able to do so however, my mother who had experienced the problem went for me. When she got to high country the mechanics there told her to go drive the car, alone, when it started to act up come back and get one of them. My mother drove the kia about 17 miles, was able to get the car to duplicate the issue and heard some clanking noises as well. She returned to high country to get a mechanic to ride with her after sh duplicated the problem. The car did not **** at that time while mechanic was in car. ******* from first premier called me to say since high country couldn't duplicate the problem I would need to pick up the car. I told her that they needed to drive I more or have another shop look at it, the jerking had started happening more and I refused to put my kids back in that car while there is an issue with it. ******* then, decided to send my car to the repair shop next door **** **** ******* This shop also, tried to say they weren't able to duplicate the problem at first, I explained to ******* at 1st premier according to my milage tracking device they were not driving the car enough. ******* spoke to the garage herb Ives and had the mechanic drive my car over the weekend. The mechanic proceeded to put about 350 miles on my car, he was able to duplicate the problem several times. Monday morning he stated he needed to talk to High country about it because they were the specialty shop, the problem he duplicated did feel like a transmission issue however, he wasn't able to pinpoint what. High country proceded to tell ******* at first premier without it duplicating more or being a constant issue there was nothing they could do about the issue. So around 450 miles total have been put on my car, transmission fluid hasn't been changed, clanking noise hasn't been addressed and the car is still jerking when driving, 1st premier wants me to pick up the car and keep driving it this way and I can not put my kids back into the car with it running this way. I have asked them to make it right.

Desired Settlement: I have asked the company to either fix the transmission, replace the car or give me a full refund. They have refused to take any offer I have suggested. I will be fine with any settlement that takes place. I am extremely upset about what has happened and how things are playing out. I pay 195 every two weeks for this car, my payments are a couple days early and I keep the insurance up to date. I can not believe after describing the issue to the company that they would actually suggest I put my kids and myself back into the vehicle. The way it jerks someone could re end me and the fact that it happened on the highway going 60 to 65 miles per hour it could cause serious harm. I haven't even gotten plates for the vehicle yet. It is a liability and the company 1st premier, best car buys needs to rectify the situation.

Business Response: Initial Business Response /* (1000, 6, 2015/10/07) */ We have been in communication with ****** ******* to ensure the issues with her vehicle are resolved. We have have identified the repairs needed and have provided Ms ******* with transportation and provided her twith estimate time her repairs will be completed. Any further concnerns please get in contact with our office and our customer care team. Thank you.

9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a car from Best Car Buys, LTD. and the next day I had a check engine light on, the steering vibrating and the car was leaking oil. I moved from Florida to Colorado and I needed to purchase a car but my credit wasn't perfect so I decided to visit Best Car Buys, LTD after hearing their advertisement on the radio. I went on 8/22/15 to put $1000.00 cash toward the financing of the car and purchased a 2008 Chevy Aveo with XXXXXX miles on it. The sales guys went thru the paperwork very quickly after they verified my credentials and was aware of my cash deposit. I test drove the car for 5 minutes and it seemed in good condition for a used car so I made sure with the sale guy that these cars were inspected prior to selling and he assured me that they were and that they even offered a 12,000 mile/1 year warranty on the vehicle purchase. I figured since I was purchasing the car thru a used car dealer and financing thru a bank that I wouldn't have any issues. I went over the paperwork briefly with the sales guy and what was most important to me is that I was purchasing a car with warranty and not AS IS.I drove the car home,which I live in Fort Collins 56 miles and I started to feel a vibration on the steering wheel. The following day the car had a check engine light on and when I moved the car there was an oil leak on my drive way. From this point forward I was very upset that I had just financed a used car with issues in less than 24 hours. I called the customer service number they provided me with on Monday morning, they gave me the referral to take the car to their nearest authorized mechanic that following Saturday the 8/29/15. That whole week I didn't drive the car in fear of it leaving me stranded or breaking since the check engine light was still on and the oil leak was still continuing. I took the car Saturday to the mechanic they provided me in Thornton and I left the car for inspection. When I return to get the car I was told that the car had a leaky valve cover, head gasket leak, front main seal leak and TPS sensor issues. Their own mechanics told me that this car for the miles it had and the problems it had was a very bad buy. I was super upset and couldn't believe I had purchased a car for triple the amount of the Kelly Book Price and not even a day later after purchase I had mechanical issues. I decided to go to Best Car Buys, LTD. and tell them I didn't want the car after having it only for 6 days and they didn't even let me walk in, at the door one of their salesman told me it was the finance companies issue not theirs. So from their I went to First Premier Financial and meet a with a customer service representative and explained the problems and that I wanted to return the car and void the loan all together. She took the car and I signed Voluntary Relinquishment of Vehicle and Waiver Rights and a Voluntary Surrender, Waiver and Release of Deficiency Amount Agreement. No one else signed these papers and the representative told me she would have management call me regarding the void of the finance agreement and my $1000.00 deposit.It's now 9/15/15 and after speaking with different management representatives @ the finance company I have not received any updates on my loan except that I'm going to be liable for the financed amount I signed for when I purchased the car and that it will show on my credit report as a debt owed and a voluntary repossession.They told me to call Best Car Buys, LTD. to try to get my $1000.00 deposit which I did and the general manage flat out told me that I lost my down and I didn't give them a chance to fix the problem.I explained I did and took it to their mechanic and lost a week of no transportation because of it and I was not satisfied with the purchase and mechanical issues the car had the next day I bought it. He was rude and this is Fraud. I'm now being told by the finance company who has given me the run around for 3 weeks that they need to speak to corporate because I told them this is fraud, how can I be liable for a debt, lose $1000.00 dollars and have my credit report impacted because of their false car sale.

Desired Settlement: I want my $1000.00 cash deposit for the car and I'm willing to pay the $.50 cent on the miles I used which was approximately 140 miles and I want this finance record voided and not on my credit report. I do not owe this debt, I returned the car in less than 7 days intact and with only approximately 140 miles on it. I just want justice to be done and for this nightmare to be over. They prey on people who are vulnerable because of their credit and they are selling used broken cars for triple the amount of what they are worth with major mechanical issues.

Business Response: Initial Business Response /* (1000, 6, 2015/09/18) */ MY NAME IS **** ****** AND I AM THE OPERATIONS MANAGER HERE AT FIRST PREMIER FINANCIAL. I BECAME AWARE OF THIS SITUATION EARLIER THIS WEEK AND REACHED OUT TO THE SALES MANAGER AT BEST CAR BUYS TO HAVE HIM GET IN TOUCH WITH THE CUSTOMER AND RETURN HER DOWN PAYMENT. WE ARE THE FINANCE COMPANY AND SINCE THIS DOWN PAYMENT WAS GIVEN TO THE DEALERSHIP THEY WOULD HAVE TO RETURN IT. THURSDAY SEPTEMBER 17, 2015 THE SALES MANAGER ******* ********) CALLED ME TO INFORM ME HE HAD TRIED TO CALL THE CUSTOMER BY HAD TO LEAVE A VOICEMAIL. I PERSONALLY SPOKE WITH THE CUSTOMER TODAY AND WE WORKED EVERYTHING OUT AND SHE SEEMED SATISFIED. SHE WILL BE GOING TO PICK UP HER MONEY FROM THE DEALERSHIP. I APOLOGIZED TO THE CUSTOMER FOR ALL HER INCONVIENCES. Initial Consumer Rebuttal /* (2000, 8, 2015/09/21) */ I would like to thank BBB for their quick and prompt attention to my complaint and to Best Car Buys for rectifying the problem within a timely manner after receiving this complaint. I dealt with **** ******, the Operation Manager at the fiance company for Best Car Buys and he promised me that the lease contract would be voided and i would get my deposit back. This did happen this Saturday on X-XX-XX and i met with the sales manager at Best Car Buys, ****** ******** and he returned me my deposit and an official letter stating my contract is voided. I hope the lease is voided indeed and this can be the past for me and them. Unfortunately i had to endure 3 weeks of stress and worry but im happy with the outcome.

8/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Best care buys Sold me a rigged car. After refund and getting my trade back, My car will not start. The key will not turn in ignition. I had purchased a car from best buys on June 15 2015. On june 20 2015 the car completely died. After trying to jump start it we had it towed to a auto repair. I have been without a car ever since. After the auto mechanic confirmed that the car was not fixable, I had contacted customer care about four days and also contacted the sales lot. Customer care finally pushed for me to get a refund and let out of my contract. After going to the best car buys on june 30 2015 to settle everything. I was promised my 300 I put down and my car returned the next day. When my car arrived July 2 2015, my car was not able to drive. My Ignition had been damaged and my key no longer fit. I had traded in my car by driving it in best car buys.

Desired Settlement: I feel I should receive my car back in driving condition. In the condition I had traded it in or the value they offered me for my trade in which was 1,000 dollars.

Business Response: Initial Business Response /* (1000, 9, 2015/07/29) */ Best Car Buys always try's to treat every customer with a high level of dignity and respect. *** ******** did purchase a vehicle in June of 2015. After owning the vehicle for a few days the vehicle did have some mechanical issues that was brought to our attention. Being a company that strives to have excellent customer service, we tried to rectify the problem and offered *** ******** several options to help. After working with the customer the desired resolution was to refund the customer their initial down payment of $300 dollars. Also to return their personal vehicle that was traded in at the time of sale, which we did. Upon returning the vehicle the customer notified us of a problem with there ignition. We never verified the ignition at the time of sale, and have no way to know if it was in working condition when it was traded in? We strive for customer satisfaction and if allowed, we would like to correct the ignition for this customer. We will send our vendor out to the customers home and have the ignition repaired at no expense. We are dedicated to resolving this issue and hopefully we can come to a conclusion that is satisfactory for the customer, and us as a company. In the future we would like the opportunity to do business with the complainant if applicable.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized credit card transaction payment of $385 out of my checking account. An unauthorized payment of $385 was taken out of my checking account and when I contacted ************* they stated it was taken because my account was delinquent. I have not agreed to the payment or any type of autopay. Speaking with******* she stated they changed systems and that is who I was set back up with autopay. Again something I did not agree to. I requested to have the funds refunded and******* stated she could only refund me $185 since the other part was past due but if I allow them to keep the funds then that would bring my account current. The money in my account was for my rent and now that is being returned for NSF. rather I am delinquent or not that does not give ************* permission to take funds out of my account that was not authorized!

Desired Settlement: I want my money refunded and I also want the fee for my rent check being returned. Total amount I am requesting is $504.50. That is $385 the took and $119.50 (10% late fee) for my rent check being returned.

Business Response: Initial Business Response /* (1000, 10, 2015/07/10) */ My name is **** ****** and I am the Operations Manager here at ***********************. I have reached out to *** ******** on numerous occasions and left voice messages which have never been returned. He has also not made a payment on his vehicle in over a month. I wanted to find out how I could assist him but again, havent been able to speak with him

6/17/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been sold two cars from this dealership that have been in the shop more than they have been in my possession. On 01/07/15 I purchased a 07 Hyundai Elantra. Within a week I called the finance company about a noise in the front end. I took the car to Colorado Tire and Service on 02/05/15 and they provided a rental. On 02/15/2015 I went to pick up the Elantra from Colorado Tire and Service. There were stains in both front seats and on the back passenger ***** The car was not fixed. A call was placed to the finance company. They were willing to provide us with another rental car and to take the car to another shop. We were also offered to set up another appointment with another mechanic. This meant another day of missed work dropping off a car for the same issue that I had just done the routine for. The whole time it was just the run around, everyone suggested a different option. We went to the dealership and told them that the issue needed to be taken care of. We were told that the car had never been worked on at Colorado Tire and Service because they had a fire in their shop. I had an invoice from Colorado Tire and Service stating the repairs that were completed. Long story short, we were told by a manager at the dealership to go car shopping. They were trading us out of our car. I looked at a few different vehicles and was basically told those won't work even though they were the same price as the car I had just purchased. I was eventually basically pushed into a 2007 Nissan Versa. I asked if I could just take my car home and they could call me when they had an appointment set up to fix the car. We were told no, it was too late, and if we drove the car home we were responsible for the repairs. On the way home I heard popping in the front end and the car would shake when the brakes were applied. The next day on 02/12/2015 an appointment was set up for the Versa to be looked fixed at Redline Automotive on 02/19/2015. I went grocery shopping the morning of 02/12/2015 and realized that the hatch did not stay open on its own. On 02/19/2015 the Versa was dropped off Redline Automotive. Our concerns with the car were the front end shaking, the front end popping, rear seat belt not working, the front passenger **** belt was malfunctioning and the hatch suspension not working. on 3/18 Ricky called about the rental car needing to be turned in and we discussed the hatch of the car. We were told that this would be taken care of. on 3/27 we were called around 4:30 stating our car was done. On 3/30 we picked up our car and met with Melinda about our hatch. Nothing was resolved. They wanted to do a loan to fix the hatch. Our car was still not fixed. Left the car at Redline because the wrong seatbelt had been replaced and there was still a noise in the front end. Picked the car up again at Redline on 4/3. On 4/8 we discovered the muffler had holes in it. After a lot of run around and two appointments our muffler was fixed. This car had supposedly been through a safety check on the lot and at Redline. Today, 5/5 our car was checked out by Collins Muffler for the noise in the front end and the shaking when applying the brakes. The parts Redline supposedly fixed still need to be replaced. Now we are to meet with Tom at Redline because he doesn't believe our mechanic and he refused to talk to us on the phone even though we sat on hold for over ten minutes. How can someone hide behind his employees and say that he doesn't believe our mechanic but can tell us what our car needs and doesn't need through messages from his employees without even looking at the vehicle. I have to take days off of work to continue to try to get my car fixed. I can't do that anymore. We were supposed to get a call back from Julian today about the date and time to meet with Tom at Redline and we never heard anything, which was to be expected.

Desired Settlement: I want my money back that I have paid on this car or I want a vehicle that is actually worth the 17,000 I owe to this company. I will have this vehicle checked out by my mechanics even though they are two hours away. I do not trust anything this company has to say. They fall short every time they tell you they will do something, nothing happens. They can't even call you back when they say they will. Whenever you do get on the phone with someone they give you the run around. Yes this company has provided me with a rental car while my car was in the shop, but it is not my fault they sold a broken car and they don't get vehicles fixed the first time they are in the shop. This has been a bad experience from the beginning. I have a more detailed letter explaining everything we have been through with this company. I had to shorten it considerably to get it to fit in the complaint field.

Business Response: Initial Business Response /* ****** ** *********** */ We have met with Customer in the shop to take a look at repairs completed by the shop, ******** During the meeting we did verify the repairs were completed and explained this to the customer. They are still dissatisfied and at this point we have made the decision to part ways with the customer and return the down payment. They have been made aware of the agreement and agreed on a meeting to bring the vehicle in to our facility and they failed to show up. Initial Consumer Rebuttal /* ****** *** *********** */ I met with Tom from First Premier Financial at Redline automotive. He stated the parts on the car had been fixed. I stated that the car still had the same issues it has had since I bought it. His response was that it sounds like a car with 147,000 miles on it. He said if I was still unsatisfied they would take the car back and refund me my deposit. I returned the car and signed a paper stating that First Premier Financial would not come after me for the balance of the car and that I needed to close this complaint with a satisfactory result and gave me my down payment back. It is sad that this business relationship was such a hassle on both parts and that it ended this way because the company lost money. I lost money and had to go find another vehicle as that was my only vehicle I had.

6/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to Best Car Buys and they gave us a cra, a ***** ******* **** with a temporary license of March 26, 2015. They asked for an active license, which we didn't have.They called me to take the car back to them and they would give me my money and my car back, that I used for a trade in, They said that they would give me $1,000.00 for it and $1,000.00 cash for a down payment deposit. They told me to take the car back because it belongs to them and they needed my signature on some papers, but I didn't know what they were because I can't read english and they could have told me anything.

Desired Settlement: I would like my money and my car back that I used for a deposit down payment. I gave them $1,000.00 in cash and a **** ******** ******** that they gave me $1,000.00 for trade in. They called me a **** ******* and chased me off the property.

Business Response: Initial Business Response /* (1000, 14, 2015/05/22) */ We have fulfilled the desired resolution for this customer. Customer was returned down payment also their **** ******** ********* On the week of April 6th, 2015 the co-applicant **** ****** came into the dealership and was returned his down payment of $1050.00 cash. On April 13th the customers **** ******** ******** was returned to their home address buy tow truck. Our goal at Best Car Buys is always to provide great service to our customers in every instance. We regret we were not able to continue to do business with the customers in this case. We do hope this resolution is one that has satisfied the customer and we hope there is a chance to maybe do business again one day in the future.

4/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been through 2 cars and major repairs on both and they have had my car for Over 3 weeks. With over 100 unanswered phone calls And messages. I have purchased 2 vehicles through best car buys and one blew an engine and they didn't offer a repair. They offered to replace the car but instead I got a car with higher payments. With in a week of having my 2002 nissan maxima the engine was grinding , over heating, the clutch was bad the transmission was bad also they "fixed" said problem but instead I wait 2 and a half weeks for a car that has at least 3 inches of loose play in the clutch. after receiving the car back the clutch was still all the way to the floor. After numerous amounts of unanswered calls. my second part is the delayed completion date I got into a rear end accident and I go through best car buys for car insurance. Michelle Montoya the only one that handles absolutely everything for the insurance can never be reached I have over one hundred unanswered calls and messages to to contact me it took me 1 and half weeks to get a hold of Michelle in order to do the repairs for the rear end accident. After guaranteeing a call back which never happened to tell me all of the Information for the repairs. She calls and tell me a and j is going to be picking my car up on the 7th of February and was told that I was going to have my car by the 13 th. The car did not get picked up until the 11th February and was never notified. On the 14th of February I contacted a and j and they said on the 20th by this time I have already lost one job due to not having the car on the original estimate date. I tried to contact Michelle and Daniel manager over at best car buys and Daniel said he had no communication and Michelle was out and for the next 4 days Michelle was also out. After being told my car would be fully repaired and back to me by the 20th. On the 19th of February I contacted a and j and was notified that it was be ready one the 21st without the rear windshield being repaired. perplexed I tried to call best car buys and Michelle was not available and neither were any other managers for that matter. I have had 2 cars and have lost 3 jobs over the course of a year because of bad products and bad repairs and long wait times due to no communication because no one answers and no returned calls. I have been fighting for a month and a half to have my car back to a avail.

Desired Settlement: The car to be paid off and all damages fixed.

Business Response: Initial Business Response /* ****** *** *********** */ Mr ******** was traded out of his original loan to avoid hassles with repairs needed on the current vehicle he was financing. After discussing the matter with the customer he agreed to trade into another vehicle, and negotiated all terms with our sales staff at the time of purchased. HE then notified us of having some mechanical issues with this new vehicle and the company repaired his struts and clutch repair for the customer at no cost to him. Throughout the time of these repairs the company provide Mr ******** with a rental vehicle throughout the duration of the repairs. His vehicle was returned to him repaired on 01/23. He contacted us the following day stating he still felt there was an issue with his clutch, we advised him we would assist in setting up an appointment and tow to look at this vehicle and warranty the repairs if needed. We also assisted the customer to finance an insurance bill that he attained while he was in a rental for the cost of insurance. Within two days customer was rear ended in the vehicle and the vehicle was towed in to process a CPI claim. We had possession on the vehicle during to process body damages on his vehicle. Prior to repairing the body damage the vehicle was sent to the transmission shop and was diagnosed that the clutch was functioning properly and no warranty repairs was needed. During the time that his vehicle was getting repairs he fell behind on payment and the vehicle was delivered to him after arrangements were made on the past due balance and the company also assisted in financing his $500 deductible. We reached out to customer to follow up on failed arrangements of payment and were not successful. Customer then got in contact with us o 03/09 to advise us that his vehicle was been impounded. We proceeded to pay impound fees and secure the vehicle and since then have attempted to negotiate payment with customer. Last payment made on this account was on 01/24/15 and his account is significantly past due for payment. Mr ******** currently has an outstanding balance with us for payments, deductible, insurance for his rental, tow fee and impound fees.

3/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a car and within less than one week of purchase, significant damages were noticed. Four weeks later, the problem is yet to be resolved. I had purchased an automatic 2007 Suzuki Forenza from Best Car Buys from Sales rep ********* ******** on Wednesday, January 21st, 2015. By the following Thursday, 01/29, the car went from driving fine to terrible by the end of the day. The transmission, was jerking the car really hard when accelerating, and then all of a sudden the car wouldn't drive forward at all while I was stopped at a red light. I had to throw the car into third gear(keep in mind its automatic) in order to slowly go forward. I Instantly called their partnered banking group whom I was loaning the car from; ***** ******* ********** to address the issue. Since it was in the first 30 days of buying the car, they informed me I had to pay nothing to get it fixed, they just needed to get a diagnostic done on it first. *****, one of their reps, set up an appointment with their transmission shop, since we had assumed it was a transmission problem, on Tuesday, February 3rd at 3. By that time the car had "thrown" itself into neutral multiple times. The name of their partnered transmission shop is ****** ******* *************** after looking at the car for 20 min, they informed me it was actually an electrical problem, which was something their shop didn't handle. Once I called back ***** ******** they then set me up with an electrical mechanic, and I had to do schedule an appointment for the following Monday, February 9th at 3pm. When I addressed this car was my main mode of transportation, and was worried it would not make it that far out, I asked for a rental in the meantime. They informed me they needed to get a diagnostic done on it first to get me a rental. The car made it the following week, and the electric shop they referred us to, ************* stated that they couldn't even find a problem with the car, which was frustrating. I then called back ***** ******* ********** AGAIN, and they told me they would refer me to a third mechanic for a diagnostic. The third mechanic ************ ****** was scheduled for an appointment on Saturday, February 14th at 8AM. Keep in mind this is the third time I've had to go at an inconvenient time and miss work. ********** **** is the ONLY place that gave me a fullproof diagnostic on the car and informed me that the car had NO electrical issues, and there was DEFINITELY a transmission issue, however, their shop does not handle transmissions. This is where I am at now, with this car. ***** ******* ********** is now trying to set me up with a 4th appointment with yet ANOTHER mechanic shop, and I cannot afford to miss work to take my car to the shop at their convenience. Furthermore, the car is my only mode of transportation, so when I drop it off at any of the shops I have to wait for the diagnostic to be done on it in order to get home(I waited 8 hours for ************ I feel I was sold a Lemon Car and am at wits end! I feel I'm driving this car on its last breath as it now constantly throws itself into neutral daily. Because of these car issues I have missed days of school as well. I purchased this car out of necessity due to my tight schedule. I am getting nowhere with ***** ******* as they tell me the same thing everytime, that they have to reschedule me for another appointment. It is so frustrating as this car cost me around an EXCESSIVE $12,000! I have barely had it for a month and it has caused me nothing but stress, and I see nothing in the future, for this car getting fixed. I even threatened to write a complaint with BBB, and still got nowhere. I have also seek help from the car dealer itself, and they told me once the car is off the lot, that the bank handles all the issues. I am at a loss of what to do and can't do it on my own. ***** has handled my account since the first issue was placed, and has done nothing to help me. Neither has ***** another rep, and these two seem to be the only ones to answer the phones.

Desired Settlement: I want this car to be replaced now. It has been taken to three different mechanics with nothing done. The car either needs to be replaced, or I file a Lemon Lawsuit against the company. Their was nothing shown on the car fax that the car had these issues. I am done getting re-directed to different mechanics with no progress. I cannot afford the time and have been warned with the constant time I've take off for the car by my job. The car is to be replaced at this point. I have given MULTIPLE chances for **************************** to fix the faulty car I've purchased, and am done trying. The transmission is deterred in this car, and I do not feel safe driving it. Especially after the reputation of the company has made me feel.

Business Response: Initial Business Response /* (1000, 10, 2015/03/20) */ Afternoon, We reached out to ********* ****** and discussed her concerns with her. To ensure her satisfaction we helped Mrs ****** get into a different vehicle. Thank you for your time on this matter. Initial Consumer Rebuttal /* (2000, 12, 2015/03/23) */

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased very expensive vehicle and it has been in the repair shop 7 times and is still not fixed. Promised loan would be lowered on car. It hasnt On October 26, 2013 my Husband and I purchased our second vehicle a 2006 Chrysler 300 from Best Car Buys. We placed a $3500 down payment as required on the vehicle. This was our second vehicle that we purchased from Best Car Buys. We had an EXCELLENT experience with the first vehicle and I referred 3 of my Co Workers to this dealership and they ended up purchasing vehicles. When my Husband and I test drove the car it was perfect. Five minutes after pulling off the lot after the financing was approved the check engine light came on. We called the dealership and were told to bring the vehicle back to have the Service Dept. look at it. Needless to say, we handed over $3500 and went home without a vehicle. The following day my Husband was told to come pick the vehicle up by the Service Manager and was informed that they were researching the issue with Chrysler and the car would be ok to drive. We were told that the Service Dept. would call. Two weeks went by with no phone call. The vehicle was acting up, check engine light was still on, a LOUD grinding noise was coming from the front end of the car. We brought the car back in. To make a long story short, since October 26 the vehicle has been in the shop 7 times, we have had 4 rental cars and the car is still not fixed. I have missed countless hours of work dropping off vehicles, arranging for rides, refueling and returning rental cars. This has caused an extreme amount of stress for both myself and my Husband. I know everyone at the dealership because I spend so much time there, it's embarrassing. We have continued to not only pay our $500 car payment, but pay it early. The Service Department has replaced the engine, bushings and done several other repairs for the same issue with the front end suspension. On three occasions we were told to pick the vehicle up that it was repaired only to get in the car and find the car making the same noise. It was so bad that I would not come to pick the vehicle up unless ****** the Sales Manager personally test drove the car after the repairs were made and gave the green light that they were done. I have met with the Sales Manager ****** and the Service Department Manager *** numerous times and expressed our frustration and desire to either get our money back or trade the vehicle back in for something else. I test drove several vehicles and they each had issues with them and was not comfortable with the trade being equal. My Husband and ****** the Sales Manager had a 30 minute phone call and ****** assured my Husband that he understood our frustration and that they would make the problem right. He personally guaranteed that he would get the vehicle fixed and lower the amount owed on the $20,000 loan on the car. We have left messages for the Owner of Best Car Buys, the Finance Department and for ****** regarding this matter. Absolutely nothing has been done as promised and we can't get resolution. This is a luxury vehicle and we are paying a ton of money on this car. Since October,WE HAVE PUT LESS THAN 1000 MILES on our new car because there is always something wrong with it and its in the shop. The car was running ok for a couple of weeks and now is making the exact same noise in the front. I called the Service Dept. to let them know and was told I had to wait a week to bring it in. This causes another major inconvenience as we had plans to drive the vehicle out of town on Thursday and now have to cancel our trip. I have been more than fair, patient and given the benefit of the doubt to this dealership to right the problem. We have held our end of the contract up by consistently paying for a car that we cannot drive, Best Car Buys has not. This vehicle was put on the lot for sale and was either never checked for issues or was checked and the issues were masked for quick sale. I am beyond anger and frustration and would just like resolution as promised over and over by Best Car Buys.

Desired Settlement: I want my vehicle to be fixed, we are four months into a one year warranty and the car has had same issue since day one. I would like money taken off of our loan as compensation for all of the hassle. I would like the warranty extended as we are very nervous as the car is still broken.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ See attachment. Initial Consumer Rebuttal /* (2000, 7, 2014/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) After discussing the issue with Best Car Buys I feel like we have come to an agreement. The car is to be brought back to the Service Dept. for one last shot at getting the ongoing issue with the front end suspension and squeaking of the brakes resolved. Should the Service Dept. be unable to repair the vehicle, I will take the vehicle to *********** Chrysler/Cadillac where the vehicle originally came from for diagnosis. Should there be any charge for this, I am not liable. A rental vehicle is to be provided when the car is in the service shop. Best Car Buys has agreed that it may be necessary to get Chrysler involved as it is the manufacturer. A $1000 credit was applied to our account. An additional discount is to be negotiated between the two parties should there be an early payoff of the loan. I appreciate the efforts thus far to get the vehicle repaired. It has been an extremely frustrating situation for all parties involved. Consumer Response /* (-5, 13, 2014/10/29) */ I would like to revisit the complaint which was filed in February on the Chrysler 300. We have had the car one year as of 10/26/14 and the car broke down again. This is due to a computer and oil pressure/compression issue that has been going on since the replacement of the engine. We were ok with the car having issues, it happens. However, we have owned the car 1 year and have still only put less than 4000 miles total on the vehicle. It is rarely driven. I called Best Car Buys for service and they said to bring it in as the car broke down on my Husband. We were told it was under warranty but were responsible for a $200 deductible which we paid but didn't quite understand why we were responsible if the car was under warranty. The car was dropped off at the Service Dept. on 10/17 and it is STILL there today 10/29 and is not repaired. I have contacted the Service Dept. numerous times to find out the status. I have been left on hold for minimum of 15 mins each time I call and have been hung up on several times and am told they are having phone issues. The engine was replaced in 24 hours last year, I am baffled as to why my car is taking two weeks to be repaired. This has been a HUGE issue with transportation, my Husband and I are sharing a vehicle. Best Car Buys did offer to put us in a rental, we refuse to use credit cards and pay cash for our bills so do not have a credit card in our name and were unable to rent a car. This vehicle has spent more time in the Service Dept. at Best Car Buys in the last year than it has been driven. I believe we are up to 9 times having it in the shop. No communication, explanation or even apology has been given to us about having the car for 2 weeks. And again, we not only pay our $500 car payment on time every month, we pay extra payments. We have held up our agreement with the car and once again have been majorly inconvenienced due to having no car. Consumer Response /* (-5, 14, 2014/10/29) */ Please re-open complaint. Consumer Response /* (-5, 15, 2014/10/29) */ No longer @ ***@m4roofing.com Please send all communication to *****************@gmail.com Thank you Consumer Response /* (3000, 17, 2014/10/29) */ I would like to revisit the complaint which was filed in February on the Chrysler 300. We have had the car one year as of 10/26/14 and the car broke down again. This is due to a computer and oil pressure/compression issue that has been going on since the replacement of the engine. We were ok with the car having issues, it happens. However, we have owned the car 1 year and have still only put less than 4000 miles total on the vehicle. It is rarely driven. I called Best Car Buys for service and they said to bring it in as the car broke down on my Husband. We were told it was under warranty but were responsible for a $200 deductible which we paid but didn't quite understand why we were responsible if the car was under warranty. The car was dropped off at the Service Dept. on 10/17 and it is STILL there today 10/29 and is not repaired. I have contacted the Service Dept. numerous times to find out the status. I have been left on hold for minimum of 15 mins each time I call and have been hung up on several times and am told they are having phone issues. The engine was replaced in 24 hours last year, I am baffled as to why my car is taking two weeks to be repaired. This has been a HUGE issue with transportation, my Husband and I are sharing a vehicle. Best Car Buys did offer to put us in a rental, we refuse to use credit cards and pay cash for our bills so do not have a credit card in our name and were unable to rent a car. This vehicle has spent more time in the Service Dept. at Best Car Buys in the last year than it has been driven. I believe we are up to 9 times having it in the shop. No communication, explanation or even apology has been given to us about having the car for 2 weeks. And again, we not only pay our $500 car payment on time every month, we pay extra payments. We have held up our agreement with the car and once again have been majorly inconvenienced due to having no car. Consumer Response /* (-5, 19, 2014/11/11) */ After having my vehicle returned to me after over two weeks, I had to take the vehicle back to Best Car Buys as it broke down on me. It is in the shop again, 10th time and still have not heard anything from Best Car Buys. 11-11-14 Consumer Response /* (-5, 23, 2014/11/14) */ It has now been an additional week and I STILL do not have my car nor have I heard from Best Car Buys after leaving several messages I can't get anyone to call me back. This is inexcusable behavior from a business. Business Response /* (4000, 32, 2014/12/08) */ We have reached out to Mrs. *********** and discussed concerns with the vehicle. The vehicle was sent out to a third party shop and repaired. We have discussed the repairs charges with the customer and agreed to pay $1200 on our behalf. Mrs. *********** will be picking up the vehicle from our location today and have schedule a follow up call from our customer care department to follow up with her on Monday at 10 am. In exchange for her troubles we have also agreed to relieve Mrs. *********** of the responsibility of both her November payments totaling the amount of $500. Thank you. Consumer Response /* (-5, 13, 2014/10/29) */ I would like to revisit the complaint which was filed in February on the Chrysler 300. We have had the car one year as of 10/26/14 and the car broke down again. This is due to a computer and oil pressure/compression issue that has been going on since the replacement of the engine. We were ok with the car having issues, it happens. However, we have owned the car 1 year and have still only put less than 4000 miles total on the vehicle. It is rarely driven. I called Best Car Buys for service and they said to bring it in as the car broke down on my Husband. We were told it was under warranty but were responsible for a $200 deductible which we paid but didn't quite understand why we were responsible if the car was under warranty. The car was dropped off at the Service Dept. on 10/17 and it is STILL there today 10/29 and is not repaired. I have contacted the Service Dept. numerous times to find out the status. I have been left on hold for minimum of 15 mins each time I call and have been hung up on several times and am told they are having phone issues. The engine was replaced in 24 hours last year, I am baffled as to why my car is taking two weeks to be repaired. This has been a HUGE issue with transportation, my Husband and I are sharing a vehicle. Best Car Buys did offer to put us in a rental, we refuse to use credit cards and pay cash for our bills so do not have a credit card in our name and were unable to rent a car. This vehicle has spent more time in the Service Dept. at Best Car Buys in the last year than it has been driven. I believe we are up to 9 times having it in the shop. No communication, explanation or even apology has been given to us about having the car for 2 weeks. And again, we not only pay our $500 car payment on time every month, we pay extra payments. We have held up our agreement with the car and once again have been majorly inconvenienced due to having no car. Consumer Response /* (-5, 14, 2014/10/29) */ Please re-open complaint. Consumer Response /* (-5, 15, 2014/10/29) */ No longer @ ***@m4roofing.com Please send all communication to *****************@gmail.com Thank you Consumer Response /* (3000, 17, 2014/10/29) */ I would like to revisit the complaint which was filed in February on the Chrysler 300. We have had the car one year as of 10/26/14 and the car broke down again. This is due to a computer and oil pressure/compression issue that has been going on since the replacement of the engine. We were ok with the car having issues, it happens. However, we have owned the car 1 year and have still only put less than 4000 miles total on the vehicle. It is rarely driven. I called Best Car Buys for service and they said to bring it in as the car broke down on my Husband. We were told it was under warranty but were responsible for a $200 deductible which we paid but didn't quite understand why we were responsible if the car was under warranty. The car was dropped off at the Service Dept. on 10/17 and it is STILL there today 10/29 and is not repaired. I have contacted the Service Dept. numerous times to find out the status. I have been left on hold for minimum of 15 mins each time I call and have been hung up on several times and am told they are having phone issues. The engine was replaced in 24 hours last year, I am baffled as to why my car is taking two weeks to be repaired. This has been a HUGE issue with transportation, my Husband and I are sharing a vehicle. Best Car Buys did offer to put us in a rental, we refuse to use credit cards and pay cash for our bills so do not have a credit card in our name and were unable to rent a car. This vehicle has spent more time in the Service Dept. at Best Car Buys in the last year than it has been driven. I believe we are up to 9 times having it in the shop. No communication, explanation or even apology has been given to us about having the car for 2 weeks. And again, we not only pay our $500 car payment on time every month, we pay extra payments. We have held up our agreement with the car and once again have been majorly inconvenienced due to having no car. Consumer Response /* (-5, 19, 2014/11/11) */ After having my vehicle returned to me after over two weeks, I had to take the vehicle back to Best Car Buys as it broke down on me. It is in the shop again, 10th time and still have not heard anything from Best Car Buys. 11-11-14 Consumer Response /* (-5, 23, 2014/11/14) */ It has now been an additional week and I STILL do not have my car nor have I heard from Best Car Buys after leaving several messages I can't get anyone to call me back. This is inexcusable behavior from a business. Business Response /* (4000, 32, 2014/12/08) */ We have reached out to Mrs. *********** and discussed concerns with the vehicle. The vehicle was sent out to a third party shop and repaired. We have discussed the repairs charges with the customer and agreed to pay $1200 on our behalf. Mrs. *********** will be picking up the vehicle from our location today and have schedule a follow up call from our customer care department to follow up with her on Monday at 10 am. In exchange for her troubles we have also agreed to relieve Mrs. *********** of the responsibility of both her November payments totaling the amount of $500. Thank you. Consumer Response /* (-5, 37, 2014/12/09) */ I WOULD LIKE FOR THIS CASE NOT TO BE CLOSED AS THERE IS NO RESOLUTION - I STILL HAVE NO VEHCILE Consumer Response /* (4200, 39, 2014/12/09) */ I did reluctantly agree to pay $1000, not $1200 just to get my car back after 7 weeks. I picked my vehicle up on Saturday 12/6 THE CAR BROKE DOWN LESS THAN A MILE FROM PICKING IT UP AT BEST CAR BUYS AFTER 7 WEEKS OF BEING "IN THE SHOP". It is sitting in my driveway waiting to be towed. I am extremely upset with this vehicle, it has been in the repair shop 12 times, and has been in the shop more than we have driven it. I felt the $1000 was unfair to make us pay as the company authorized a rental car which we did not use for 7 weeks which would have been well over $1000. Now we are into our 8th week with no car. Our Holiday was RUINED last year due to fighting with this car and business, our Thanksgiving and its looking like this Christmas will be ruined again. I have asked since the day we drove the car off the lot and the engine light came on to let us out of this car Best Car Buys could have given us the $3500 we put down back as we returned the car for service within half an hour of purchase. Best Car Buys has now added more money that we owe on top of the car loan for the repair that has been addressed since the day we purchased the car. I have reached out to the Colorado Attorney General, Colorado Independent Car Dealership Association and an Attorney. Each office has agreed that this situation is ridiculous. The car was supposed to have been towed to a Chrysler Dealership on Saturday, its Tuesday and the vehicle is still broken down in my driveway. I am NOT satisfied with this response and I do not feel like the business has stepped up and done the right thing. Should my vehicle not be fixed within the next week I am going to continue with legal action. Business Response /* (-10, 44, 2014/12/16) */ Ms *********** vehicle did stall our on her after we she picked up from our location. After some research there was determination that her issues could be associated with an extended warranty/recall issue. We assisted Mrs Withersppoon in towing the vehicle to Medved and have stayed in communication with the shop manager there to determine how soon her vehicle will be completed and ready. We have followed up today as well and they have advised us pending delivery of a part that should arrive tomorrow at the latest but could be delivered by today. We will follow up this afternoon as well. In regards to the $1000 she agreed to pay we will remove the remaining $500 to help Mrs *********** as well as extended her December payments as she has continued to have issues with this vehicle. We want to ensure to help our customer get this issue resolved as quickly as possible and ensure she is satisfied with all repairs. We have been in communication with Mrs *********** since the vehicle was delivered to Medved. Consumer Response /* (2000, 50, 2015/01/26) */ From: ******** *********** (mailto:*****************@gmail.com) Sent: Monday, January 26, XXXX XX:XX PM To: Heather Vicars Subject: RE: BBB Complaint Case# 75215297 (Ref#XX-XXXX-XXXXXXXX-XX-XXXXX) It has been resolved. Thank you

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a van in November. The check engine light came on 1 week after purchase. The problem is in the engine. The dealer is not honoring warranty 1 week after I bought my van the check engine light came on. Two auto shops looked at it. The first check was inconclusive. The second said it was a sensor in the engine. The dealer is refusing to fix it even though it came with a 12 month powertrain warranty. I've had the van 6 weeks.

Desired Settlement: just honor the warranty

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Customer repairs were reviewed and approved on 01-08-15. We contacted Mr. ******** and assisted with an appointment and have assisted with customer concerns. Mr ******* confirmed on 01-20-15 that repairs were completed. Initial Consumer Rebuttal /* (2000, 7, 2015/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) they took care of the problem.

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: forced to buy another vehicle from them after my first vehicle was a total loss. first vehicle was 14k, new vehicle is 20k.please help.will explain recently had purchased a car from BEST CAR BUYS on West Alameda Ave, 2008 pt cruiser. It was in and out of the shop at least 5 times in the past 3 months. The vehicle was in a rear end accident & was a total loss. The other party admitted fault @ 100%. The finance Company FIRST PREMIERE FINANCIAL & the other party's insurance company Liberty Mutual settled for $8000.00.I was forced to go back to BEST CAR BUYS to get another vehicle or I would be responsible for the rest of the car balance of $ 3500.00. I was forced to get into 2003 FORD EXPLORER for $20,000. I was told I had to put 100.00 to hold the vehicle or it was to be sold the next day. I was not to have to put any money as a down payment, when I went to back on Saturday, The Supervisor Johnny Spurlock got verbally abusive due to the fact I was asking to get my $100.00 back for car insurance on new car., once I received it, I was walking out when he told me That I needed to get the F@#k off his lot. I got him on video kicking me out when i asked why he was kicking me out he just continued to say to get out & that he didn't care that I as the customer/consumer.I am being unfairly untreated from an accident that was not my fault. Now I m a paying more for an older vehicle that has over 117,000 miles on it when the cruiser had only 89,000. Also the finance company keeps calling me saying i still owe the balance for the vehicle that was totaled. I need help, I fell like they are bulling me into this. HELP PLEASE. ******* ****** PH#XXX-XXX-XXXX

Desired Settlement: I wanted to have a vehicle of my choice for a lower price, the car lot has nothing lower then 11,000 with finance rates over 15%. I was never late on my payments and I ma being treated like A COMMEN NOBOBY. I am being treated as if the accident was my fault. no care by the car company . I would like a chance for the car price to go down or be the same for what i was paying before.please help

Business Response: Initial Business Response /* (1000, 19, 2014/12/08) */ Mr. ******* ****** is a new customer to Best Car Buys and First Premier Financial. He purchased a 2008 Chrysler Pt. Cruiser on June 3rd 2014, for the price of $11995. Mr. ****** owned this vehicle from June 3rd 2014 until July 31st 2014 when he was in an accident which totaled his vehicle. Mr. ****** did have full coverage insurance on his vehicle at the time of his accident. His insurance company Liberty Mutual Insurance did settle on an amount of 7947.16 leaving a deficiency balance of about $3500. FPF gave Mr. ****** an option to forgive his $3500 deficiency balance if Mr. ****** purchased another vehicle without a down payment from Best Car Buys. Mr. ****** committed to buying another vehicle. Mr. ****** purchased a 2003 Ford Explorer because he wanted a SUV, and he needed a vehicle equipped with four wheel drive. Mr. ****** made his own decision without any force from Best Car Buys. Once Mr. ****** purchased another vehicle is deficiency was forgiven as promised by First Premier Financial. BCB sells vehicles in the price range of $8999- $14999. The interest rate is fixed at 15%. The vehicle Mr. ****** did choose to purchase was $1000 dollars more than the PT. Cruiser he purchased prior. Mr. ****** did receive his refund of his $100 dollar deposit that was left. BCB and FPF are not sure why Mr. ****** is upset with the decisions he made. There was never any pressure for Mr. ****** to purchase another vehicle.

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a used car from Best Buys Cars LTD of **** ** ******* ***** ******* ** XXXXX and the dealership will not give the vechicle after purchase. Purchased a vehicle from Best Car Buys LTD of **** ** ******* ***** ******* ** XXXXX X days ago and still have not been given the vehicle or the keys. The initial statement from the dealership was that the keys are misplaced. The 2nd statement from the dealership was that the car can not be found. Several hours later, the vehicle was said to be found but there are still no keys and the vehicle needs work on the "back end", involving the steering and that must be fixed before I am issued the vehicle. I was informed to come pick up vehicle the next morning. Upon arrival at the Best Car Buys LTD the next morning, I was given 2 different stories regarding the vehicle by salespersons and 1 completely different story by the manager. One salesperson said that they need to replace the battery still and the vehicle is not ready, acknowledging that the keys are still missing. The 2nd salesperson stated that they keys are in the possession of one of their mechanics who is not working at that time and they might be locked in the mechanics tool box. The Manager, who has shown LITTLE interest to help resolve the matter stated that the vehicle was at another location and he cannot access the vehicle... just moments after the 2 sales persons have stated otherwise. I was instructed that the vehicle will be ready later on the same day. I placed a call to the dealership many hours later in the day and now am being told that the vehicle needs the starter replaced and the vehicle will be ready in 2 more days. At this point I believe that I have purchased the vehicle under false pretense and a fraud is being committed. I did call and inform the dealer of my thoughts and was RUDELY talked to by a salesperson named ***** who is one of the deceiving salespersons mentioned prior. The other deceiving salesperson mention as well previously, who prepared the vehicle transaction paperwork is named ******* The manager involved is named ***. He has displayed ZERO interest to help and has taken an "OH WELL" attitude and is avoiding speaking to me at this time.

Desired Settlement: The deposit that was placed is deemed non refundable...as well as the down payment. I am am informed the monies are lost. I am not sure at this time if I will obtain the vehicle without consumer complaints and legal action. So I am without my purchased vehicle and monies put forth to gain ownership of said vehicle.

Business Response: Initial Business Response /* (1000, 19, 2014/12/08) */ On Tuesday Oct 28th 2014, ****** ******** Sales Manager had the great opportunity to speak with Mr. ***** Waits in person. After speaking to Mr. Waits the situation has been rectified. He does not want a refund of any monies given as a down payment and assured me in his total satisfaction in the vehicle he had purchased and he was referring additional customers to us for more business. As this point BCB is not sure what else we can do to satisfy the customer even more. Mr. Waits, and Mr. ****** have possession of their new vehicle and seem to be very happy with their purchase from Best Car Buys.

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Repeately asking them to fix car. 2nd car brought within 2 years This is my second car that i brought from this company, they fail to fix my problem, had to spend money out of my own pocket to fix problem, they came out once to replace car key stating that was the problem, no sooner then they left problem came back, the car shakes, the key gets stuck in ignition for about an hour sometimes, transmission is going, bell constantly rings while driving car like the door is open and you left the lights on. I brought car in March, 2014 the first car i brought in August 2012,I have been paying for a car that does not work and they want me to pay for repairs and they will the cost of repairs on the back of my loan

Desired Settlement: I am seeking my money back and out of the loan and to return the car without it saying on my credit report the I voluntary returned the car.

Business Response: Initial Business Response /* (1000, 15, 2014/12/08) */ We have spoken with customer, vehicle was repaired and customer stated to us there was still one additional concern with the key. We advised we were unable to duplicate the issue but would be glad to set an appointment with a 3rd party shop to take a look at it. Customer is aware of all repairs that have been made on vehicle and has agreed to contact us for appointment for the issue with the key. Mrs **** was not charged for any of the repairs completed in this shop visit.

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had my car since august of 2013, its been taken to their dealership 4-5 times. Each time they take hours to days to actually come get and fix it. Why do I keep getting a car that keeps breaking, down and over heating. The sevice gentleman are so rude and they tell me basically lies to shut me up. For instance your car will be ready today july 15 once I get there, oh we dont when, then a week goes buy. I pay my car note on time im not behind. They promised me when I first bought from them that their cars are reliable. Ive been having issues left and right ever since I got it. Im eligible for refinancing next month but with the bad customer service im really having doubts about that. I have a one year old daughter and my husband and I both are hard working people all were asking for is some communication and for a car that doesnt have problwms every other month.

Desired Settlement: Im seeking a new vehicle or my money reinbursted.

Business Response: Initial Business Response /* (1000, 8, 2014/08/06) */ The management team at Best Car Buys has made multiple attempts over the past 2 weeks and left numerous voice mails in effort to contact this customer to resolve the complaint. The customer has never returned our calls and we have been unsuccessful in reaching them. If and when they decide to start up a communication line with us again we are more than willing to help them resolve any remaining issues. Our service team did repair all items necessary on their vehicle to insure it was in good operating condition before it was delivered back to the customer.

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 2 cars in less than a year from this dealer have had reoccurring or unsafe driving conditions. Takes forever to get car serviced. Unable to return car first vehicle 2002 Buick Rendevouz, I got had mechanical problems, the vehicle would be going 30-45 mph and then just drop down to 5-10 mph at any given time; highway, city streets, where ever. took it it to get serviced about 4 times for the same issue finally I was upset enough to have them agree to switch cars. The second car, 2008 Pontiac G6, second day driving it off the lot, the windows wouldn't roll up and dome lights stopped working. After 2 days windows rolled up, called service desk and was told to check fuses. Checked fuses but none seemed to be blown. From there on out, lights never resumed working, windows still get stuck from time to time. Tried to schedule appt to get oil change, there was a 4-6 wk wait, so I changed oil. The deal was free oil changes for 1 yr...so far I've had to pay for 2 due to no available appts in service. Car was leaking oil, called an made appt June 30th for July 28th...that's when I did 2nd oil change and found that the oil pan needed to be replaced along with the l&r pinones and brakes needed to be flushed...copper composites in brake fluid, no dipstick for transmission oil, none of the fluids were ever flushed since vehicle made in 2008. Per salesman at best car buys...ALL fluids are mainted, flushed, replaced prior to putting on lot for sale. Did a deferement with bank and gave all insurance information...still being charged extra $70 a month for insurance thru them...told them several times we handed "susie" all insurance info when deferement was done and faxed in copies twice (for both vehicles I got from them), still no one ever knew what happened to the faxes. I would like to voluntarily return the vehicle to the dealer because of the horrible service with out having to owe the loan. Not sure if this is legal but I don't feel like this is fair.

Desired Settlement: I just want to return the vehicle and not be charged or held liable for remaining loan balance. I've only been a customer for about a year and have had a horrible experience.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ To Whom It May Concern: Best Car Buys, LTD is very thankful and excited to say that we are one of the highest volume buy-here/pay-here dealerships in the state of Colorado. We truly value our customers and the relationships they establish with our company. When a new or existing customer purchases a vehicle from our dealership we make it a top priority throughout our departments to ensure they have the best overall experience when buying, paying for and maintaining a vehicle of their choice. Throughout our sales process we only present vehicles to our customers that best fit their current life style and financial needs. Each vehicle purchased from Best Car Buys, LTD and financed through our bank comes with a 12 month/12,000 mile power-train warranty. Our customers make a significant financial commitment to their purchase and we want their vehicle to help keep them and their family safely driving on the road. Before hitting the front line each vehicle is sent through a multi-point mechanical inspection and serviced by one of our highly educated and trained ASE certified mechanics. Once the required repairs have been completed the vehicle goes through a final quality control process to ensure it is ready for the front line. Communication with our customers is one of our biggest assets! Our continued growth is limited to how well we handle each need from our customers as it brought to our attention. We strive to make sure our customers can easily address issues with their vehicles so they feel confident knowing that our team will help correct the problem as efficiently as possible. Because we sell a product that continues to wear down with each mile driven we understand mechanical issues may surface rather quickly depending on the vehicle's history of care and maintained service record. ******** ******** has been a great customer! We have always made an effort to communicate with her when issues have been presented to our attention. We would like to help repair her currently vehicle correctly and per her request advise that she take her vehicle to an outside service shop to verify the repairs were made correctly. We have asked First Premier Financial to credit Mrs. ******** for the insurance premiums that were collected in error. We look forward to helping her establish a better relationship with our team!

7/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Best Car Buys fails to fulfill sales contract for 2 years, and releases damaged vehicles back to customers. In January 2012, my wife and I entered into contract with best car buys for a 1999 Toyota Rav4. The terms of sale were that we pay $700 down, and they fix the gripes/issues we had with the vehicle. The length of the contract was 34 months at $360 per month. Total price of vehicle as on contract was $10, 495. We had a two week time period to bring the vehicle back to their establishment to fix the said gripes. The drop dead date for this was February 5th, 2012. The list of gripes were: Cup holders on the inside of vehicle were broken. Coolant resevoir cap missing, needed a cap on it. Vehicle also needed to have its driving alignment fixed. Also, as per the contract, there was to be a cd player installed in the vehicle at no cost to my wife and I. We brought the vehicle in and left it with them for the entire day on February 4th, 2012. These were the responses we got to our list of things that were to be fixed: Do not have part for cap. Do not have parts for cup holder. Vehicle drives fine, no need for alignment. And my favorite in regards to the CD player: Radio works fine. I had to leave to help family in Arizona for almost the entire year of 2012. My wife operated and paid the monthly payments on the vehicle until I got back in December of 2012. That is when I started pursuing at least getting the cd player installed in the vehicle. Our salesman for the vehicle was Johnny Spurloch. I called and called trying to have him call me back for help in resolving this issue last year, 2013. After going through multiple channels in their company, we finally got agreement from them that the cd player was in fact part of the sales contract. Yet, when we brought the vehicle to them they needed $50 to install the cd player, and since they merged with First Premier Financial, there was nothing they could do to ratify this. My wife and I fell on hard times. She lost her job and I got knocked down to part time. We fell behind on payments, and as such, Best Car Buys contracted a towing company out of Longmont, CO to reposses the vehicle. After working things out with them in regards to financial compliance to get the vehicle back, they then, after persuasion of the fact that they didn't fulfill the sales contract, and that we are no longer in contract with them because of it, they installed the CD player in the vehicle before releasing it back to us. This was March 2014, over two years since the contract was drafted and signed. Also when we got the vehicle back, the transmission grinded and did not give adequate driving force to the vehicle. After talking with mechanics, I was told this was a DIRECT result from improper towing. When the vehicle was towed by their contracted company, I personally witnessed the driver pull the vehicle from the rear without disengaging the brake or putting it in nuetral. We have not driven the vehicle since the day Best Car Buys released it back to us. We had them come get the vehicle from our home to fix, thinking in good faith they would resolve the issue on their own with the tow company since Best Car Buys signed off on receiving the vehicle from the tow company. Not only was that not the case, now they will not give me the tow company they used and are refusing to cover the cost of the transmission repair and say that my wife and I are responsible for at least 50% of that bill. ($650) I am tired of dealing with this company. They have caused too much headache for my family and the fact it took them over two years to fulfill a sales contract should be evident enough of their dishonest business practices.

Desired Settlement: I would like the transmission repairs paid for by Best Car Buys, I would also like the $300 tow fee refunded as it was done improperly and is what caused this. I would also like Best Car Buys to cover the cost on the vehicle monthly payments from the time the car was damaged by the tow company as we have not used and have not been able to use since it was towed. If they agree to this I will drop my complaint. If they do not, we will take appropriate legal action to ensure our credit profiles do not get affected negatively by this horrible company.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ Best Car Buys, Sold Mr. *******'s contract to an outside Finance Company. Best Car Buys has nothing to do with his payment and did not contract a tow company to pick up his car for non-payment. If Mr. ******* is having issues with payment or how his vehicle was repossessed he will need to contact First Premiere Financial the company carrying the note on his car. Best Car Buys, however would be willing to reimburse Mr. ******* $200 for any problems he has had with the service department. Best Car Buys has communicated with Mr. ******* that we have communicated with First Premiere Financial and they are willing to cover half the cost of Mr. *******'s transmission. However, he would be responsible for the other $650 to repair the transmission. If Mr. ******* has anymore questions he is free to contact me. Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Selling the the contract to First Premeir Financial, in my eyes does not absolve Best Car Buys from an unfulfilled contract. Is that a regular business practice to sell contracts that are not fulfilled? And who do the sales people work for now? Best Car Buys or First Premier Financial? Because at the time of the sale they worked for Best Car Buys, to my knowledge. Anyways typical of this company anyways to deflect blame to something/someone else. What about the responsibility of turning me away on every gripe I had about the vehicle? What about the fact that I brought the vehicle in for a CD player and just get told the radio works fine? That practice right there shows just how sheisty this business is as well as First Premier Financial. Final Business Response /* (4000, 11, 2014/07/09) */ Best Car Buys, LTD. and the customer, **** *******, have resolved any issues related to the original and secondary BBB complaints/requests. Once the case is closed and/or deleted we will finalize and fulfill our agreement with the customer. Thank you, Best Car Buys, LTD. Final Consumer Response /* (2000, 13, 2014/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Best Car Buys has gone above and beyond to resolve this case. I do accept their terms as long as everything that was agreed upon is fulfilled, and only if we cannot work things out would I request the case be opened again, but I consider this issue closed. Thank you to Best Car Buys for the willingness to work together.

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unlawful practice and collection of vehicle. We recently fell on hard times and called Best Car Buys to explain the situation and set up a payment arrangement. We were told to provide proof of hardship with a letter from employer and bills. We provided everything that was asked. We were later asked to make a payment of full car payment of $****** since we were behind 16 days. We could not make a payment and were told we could make other arrangements. I was called back that same day after their business hours to be advised that our account was now 44 days without payment. We provided proof of our last payment and $* balance at that time. We were then told there was a deferment on the account that had not been signed even though every time we asked about it we were told there was no such thing. I mentioned this to the account representative and was told that the deferment had been reversed 15 minutes before she called me and that if I had come in by 8pm that day and signed it that there would be no issue. She called me after their business hours at 8:3* to tell me about the account. I had called earlier that same day at 4 or 5pm and was told nothing of the deferment or of our account being at risk. I was only advised we were a payment behind and needed to make arrangements fairly quickly. I called back to make arrangements and was told there was nothing they could do. They told me that the deferment was reversed and said I had to make a payment to buy another week extension. Couldn't make the payment on 5/*/14, but arranged to pay them this coming up friday 5/9/14. Even though that was agreed upon the vehicle was repossessed today 5/6/14. I called to talk to my account representative but was once again given someone else. I offered to make a payment today 5/6/14 of $** to get the car back and make a payment of $****** on friday 5/9/14 as agreed upon but was told I would have to pay $*** to get the car back and another $****** on friday. None of this was agreed upon. I went from being a few weeks behind to almost * months behind because of a deferment that they refused to let us sign. Everytime we called and asked for it we were told there was nothing on our account and no paper work left for us to sign. We asked on multiple occasions and were told the same thing. Our account specialist Sussy told us that they would work out something with us but everytime we would agree to something they would change it all around. I was even told today that the payment we made on April 1st was for February *8 even though we had a $* balance and were not behind. When I addressed this and brought up the receipts the account specialist took back what he said and apologized for the mistake. The other huge issue we had with Best Car Buys was the vehicle itself. Within the first week we had to take the car in for repairs. A lot of the repairs had not been done correctly and even though we brought this to their attention they told us we would have to pay a $*** deductible for them to fix their mistakes. Within the first six months of owning the vehicle the alternator went out. Within a week after the repair the vehicle started overheating and we realized there was a whole in the radiator. We fixed the radiator, but then the engine went out. We took the vehicle in to Best Car Buys to replace the engine and had to wait * weeks for them to fix it even though they said it would be done in a few days. The engine was replaced with another used engine that was also damaged. The replacement engine was squeaking, the O* sensor was bad, the a/c didn't work, and heat only blew on high. Check engine light came on within a few days of getting the vehicle back.

Desired Settlement: We have had nothing but trouble with this vehicle, Best Car Buys, and First Premier Financial. The alternator, radiator, and engine have already been replaced. Found a hole in the radiator after the alternator was replaced. Fixed the radiator, but then the engine went out. We were told they replaced the radiator when they replaced the engine but it was still damaged. We had to wait another couple of days for them to replace the radiator. The alternator and radiator were new but the engine was not. We were told the air conditioner had also been recharged but the a/c stopped working after a few minutes, so that issue was not resolved. The heater also stopped working and would only work on the highest setting, which wasn't an issue before. The check engine light went on only days after the engine was replaced. Issue still has not been addressed. We were sold a non working vehicle and treated unfairly.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ BBB Case #: XXXXXXXX Customer: ******* ******** To Whom It May Concern: Best Car Buys, LTD is very thankful and excited to say that we are one of the highest volume buy-here/pay-here dealerships in the state of Colorado. We truly value our customers and the relationships they establish with our company. When a new or existing customer purchases a vehicle from our dealership we make it a top priority throughout our departments to ensure they have the best overall experience when buying, paying for and maintaining a vehicle of their choice. Throughout our sales process we only present vehicles to our customers that best fit their current life style and financial needs. Each vehicle purchased from Best Car Buys, LTD and financed through our bank comes with a 12 month/12,000 mile power-train warranty. Our customers make a significant financial commitment to their purchase and we want their vehicle to help keep them and their family safely driving on the road. Before hitting the front line each vehicle is sent through a multi-point mechanical inspection and serviced by one of our highly educated and trained ASE certified mechanics. Once the required repairs have been completed the vehicle goes through a final quality control process to ensure it is ready for the front line. Communication with our customers is one of our biggest assets! Our continued growth is limited to how well we handle each need from our customers as it brought to our attention. We strive to make sure our customers can easily address issues with their vehicles so they feel confident knowing that our team will help correct the problem as efficiently as possible. Because we sell a product that continues to wear down with each mile driven we understand mechanical issues may surface rather quickly depending on the vehicle’s history of care and maintained service record. Clayton Fleshman purchased a vehicle from us on 7/19/2013. According to our service records, when Clayton Fleshman had issues with his vehicle our service team resolved and corrected the issues within a timely fashion. Mr. Fleshman’s vehicle has been in our service department for issues related to the A/C compressor not working correctly, check engine light turning on, power sliding door inoperable, gas odors coming from the vehicle, alternator replacement, radiator replacement and finally engine replacement. We do not take these issues lightly and our ASE certified service team has committed themselves to repairing or replacing the necessary items in order to give Mr. Fleshman confidence in his purchase. The only issue that was not resolved was the power sliding door that was inoperable (we do not guarantee that the door will work with the power option when it sells and that information is disclosed at time of sale). Everything else was repaired or replaced and corrected. When a vehicle that we sell has multiple issues within a short time period after the purchase date our team absorbs a large portion of the cost to repair the items that are not covered under the warranty. The items that are covered under the warranty have no financial impact on the customer and are replaced for free. We also offer vehicle rental assistance to customers who qualify for this type of service to help them during the time of repair. In this case we only asked that Mr. Fleshman pay for a very small portion of the cost of repairs that were not covered under warranty, which he agreed to, and then allowed him to set up payment arrangements for the amount agreed upon to assist him in paying off the repair bill. Mr. Fleshman still owes Best Car Buys for a majority of the cost of repairs and has not made new arrangements to pay off the amount outstanding. Upon reviewing our service records and the notes listed within our files our team has concluded that the customer explained what items needed repaired and our service team provided services with accommodations necessary to help in every way possible. We have tried to reach out to Mr. Fleshman but have been unsuccessful in reaching him. We are more than willing to discuss a new action plan with Mr. Fleshman if/when he opens another line of communication with our team. The items listed in the BBB complaint related to financing options and arrangements made with First Premier Financial are issues related to a completely different business/entity and should be addressed through other channels of communication. Best Car Buys, LTD is not responsible for responding to any complaints that are related to First Premier Financial or the collection processes practiced from their organization. Sincerely, ***** ****** Customer Service Resolution Team Best Car Buys, LTD XXX-XXX-XXXX

5/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We bought a car we are making payment on. got it during winter. It is now spring and rain is flowing through my floor boards and soaking my car inside We bought a car we are making payment on. got it during winter. It is now spring and rain is flowing through my floor boards and soaking my car inside. the whole drivers side is being flooded with water while i drive in the rain..

Desired Settlement: I would like them to fix the problem with the car or something. Whats the point in owning a car you can not drive in the rain. I feel swindled and deceived By Best Car Buys.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Customer is 100% correct about purchasing vehicle and making payments, she is an excellent customer. Concerning the water leak issue, her vehicle is covered under warranty and we would be more than happy to repair it. This BBB complaint is the first we have heard about the leak. The customer has not called or come in for a water leak concern. In fact the last time this vehicle was in the shop was January 3rd, 2014 and that was for an oil change service. I will personally be calling ***** today to get her vehicle in at her convenience to make the repairs at no charge. At Best Car Buys we stand behind our product and support our customers when issues arise even out side of our normal warranty period. This will be addressed promptly and is unfortunate that the BBB had to find out before Best Car Buys knew of the issue. Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

7 Customer Reviews on Best Car Buys Ltd
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart