Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2018 *** ***** ** in Nov 22 fm Sunwise Autogroup & specifically asked for the extended warranty that covers 100,000 miles bc we were 1st offered the basic 24 mth/24,000 mi warranty & we informed them coverage for only 24,000 mi was not sufficient.We paid an extra $2,500 on top of the $2,000 for a total of $4,500 for the 100,000 mi warranty.The transmission in our vehicle went out & we took it to *** to get fixed & they informed us that we were only covered for 24,000 mi according to the company & we were over that mileage by 1,000 miles.We tried to contact Sunwise Fairfield bc they had typed up the orig contract incorrect & we had reached out as soon as we saw the typo & the employee informed us that he was sorry & would fix it on their end; that it was & would be clear that we had bought the 100,000 mi warranty based on the additional costs we paid noted on the contract.We were surprised to discover they shut down that specific dealership loc w/in the last yr however Sunwise Autogroup owns several other dealerships in the Bay Area *** *********** ******** *********** *********** ** *** ************ *********** ** ********** * ********* ******* in Concord & Berkeley.We contacted these loc’s to verify the costs of their extended warranties & confirmed through their finance dept’s that we had indeed purchased the warranty for the 100,000 mi on top of the base 24,000 mi warranty package offered based off the prices they listed which matched what we were offered & had paid.We have tried to contact the co. through their contact us pg on their website ******************** & have rec no response.We need this matter resolved immediately.Their company’s active ********* pg emphasizes FAIR service & we want for that to be truth.Their address on their co. ********* pg is listed as 1*** ****** *** ******* ** while the address for their business *** ******* ** **** ****** ** & since they are one & the same this is where to locate them according to sources & BBB.

  Business Response

  Date: 09/23/2024

  Hello, I have reached out to the client to request more information so I can assist at the provided phone number and the email address.  I have not heard anything back yet.  If they do respond back to me I will be able to investigate the issue.  The Fairfield location has been closed.  Thank you.

   

   

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Cadillac Escalade on March 14 2023 from this dealership. On the very next day I noticed the car was running very rough and then payed more attention and noticed the engine was making a loud ticking noise I contacted a couple different mechanics and they informed me its was a lifter making this noise that I would need to have them replaced but that it couldn't have happened over night. I then brought it to import masters in ********* ** which he informed me the car had a total of 12 codes coming up on top of the original problems which I mentioned above. He had already called the dealership as he was upset that the sold a car in this type of shape. Sunwise said they would take my car to be looked at after arguing with them for a very long time (*****************************) they then drove the car after I told them they needed to trailer it as driving can cause further damage. After the weekend they contacted me and said nothing was wrong with the car I insisted they take it to a GM dealership and have them run diagnostics on the car. I had an air tag (tracking chip) in the car which I watched after my car was transported to Gmc Buick in concord I called them and spoke to the gentleman ***** who had been working on my car he explained my lifters where what was causing the rough idle and the noise. He also then told me about sensors that where showing codes on their computer and that he spoke to ***** at sunwise and they will be calling me. I called ***** and she said that she had not received that report and she would get back to me at a later date. When **** then called me and stated that they were told there was nothing wrong with the car but if I would like to return the car I can I then explain I have paid money in weather tech mats paid insure on a car that I have had in my possession for less then a week.

  Business Response

  Date: 04/26/2023

  To whom it may concern:

  Sunwise Fairfield has resolved the complaint with the consumer by inspecting the vehicle and its mechanicals. On 04/10/2023, we offered full reimbursement for the purchase of the vehicle and to unwind the sale if necessary. The consumer then decided to keep the vehicle as-is on 04/19/2023 and came to the dealership to pick it up.

  Thank you.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19937833
  
  I am rejecting this response because: Although they had this car looked at they refused to fix it. I took the car back because I am not going to be able to get the same interest rate as I just ran my credit and my husbands which Impacted out credit! You may think you went above and all but I had 500 dollar mats I purchased and all the insurance money I had already paid. I was still going to be getting taken advantage of! I am not going to be paying to fix the car that you sold knowing it was broken! I asked you to fix it and you said you wouldnt! This car has mechanical issues! Two different well known shops said it.

  
  Sincerely,
  
  *************************