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:03/05/2025

  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 took our 2018 VW Atlas to the service department because it was running rough and the hvac fuse kept blowing. They charged us $195 for a diagnostic and changed the fuse and called it good. My wife picks it up, drives 3 feet and turns right back into the service bay. Service writer says my negative battery cable needs changed and I asked him if he was sure because I dont want to buy parts that I dont need. Im 1000% sure this is what is causing the issue. $650 and a day later he calls and says that wasnt the issue. Its actually your hvac compressor and it needs to be changed. $1300 later, it stopped blowing the fuse and they tell us its ready for pickup. My wife picks it up, we drive to the airport the next morning and its shaking and has no power. Take it back home and call them and tell them Im not driving it back up there and they came and towed it. They look into it further and tell us we had the wrong spark plugs put in. They dont recommend Champion, no explanation as to why, they recommend NGK. Problem still persists, so now they think the injector is bad. $400 later and the problem still remains. At this point, theyve had my car for 1 month and tell us that the valve is bad and it will be $3,800 to fix it. They also offered to buy it outright. That offer came in $10,000 lower than what we can sell it for. This establishment played process of elimination with my wallet and Im so incredibly disappointed in their lack of workmanship and integrity. Please help us.

  

  Business Response

  Date: 03/05/2025

  This vehicle came in with EPC light on and the ** fuse was blowing. We replaced a faulty negative battery cable and A/C compressor (both needed to correct items). The vehicle came back running rough again after the client installed his own spark plugs thinking it would repair the misfire. We diagnosed a bad injector and now needing a cylinder head due to a stuck engine valve. I feel **** the tech overlooked some items during diagnostic on the check engine light. I have been speaking with the client for the past two days.I agreed to credit the diag and negative terminal repair and cover the cost of labor to repair the cylinder head. She agreed to pay $3200.00 for the cylinder head parts a $10,000 in retail repairs with injectors and plugs. I will speak with ***** about saying "1000% it's going to fix it". We did offer them $8,000 and to cover the cost of repairs on a trade or purchase.  They only spent $1859.34. She agreed the A/C compressor was needed for the air function.

• Initial Complaint

  Date:01/18/2025

  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.

  It is with sadness and frustration that we write this complaint. I have been customers of this company since 2014, buying two new cars and servicing them solely with them, likely spending $100,000 over that period of time. I attempted to resolve this issue with ****** ******* in December 2024. I left a message, he called back while I was driving and asked me for information I would need to look up. I looked it up when I got home and called him back, left a message. It seems once he knew what my complaint was he was not interested in helping me.Key Dates and Expenses - 7/26/24: A/C mildew smell continued during a road trip to ******* and A/C stopped working while in *******. Went to local Volvo repair shop and paid: $143 to evacuate and recharge A/C and remove and replace AC evaporative core $849.55. Problem solved with thorough explanation from the mechanic that the A/C had been leaking onto the filter, creating the smell and for however long we have been smelling that mildew smell, this was the root cause and should have been easily identified. Reason for delayed complaint: we would have asked for a refund earlier if we knew what we learned from a different Volvo mechanic.5/29/24: Paid Penkhus for ******* mile service, which includes checking cooling system system for leaks. No reference to leaks. Although we had somewhat given up hope for fixing it, the mildew smell continued.8/10/23: Paid Penkhus $295 for deodorant (3rd time) for the same mildew smell.6/6/23: Paid Penkhus $498 for A/C smell diagnosis and deodorant to fix the same mildew smell.9/22/22: Paid Penkhus $383 for deodorant and new cabin filter because of a consistent mildew smell.We had been dealing with that smell for years, spent $1,176 with Penkhus to resolve the smell, trusting they were competent and would fix anything that could be fixed, only to find out that was clearly not the case when we went to another certified Volvo mechanic.

  

  Business Response

  Date: 01/21/2025

  In September 2022, at ******* miles, the customer reported an odor from the ventilation system. We couldn't reproduce the issue but suggested replacing the cabin air filter and treating the ventilation system. In November 2022, at ******* miles, the vehicle was in for repairs with no mention of A/C odor or cooling issues.
  In June 2023, at ******* miles, the customer again reported an odor, describing it as "something died." We replaced the cabin air filter, disinfected, and deodorized the system. In August 2023, at ******* miles, the customer returned with the same concern. We checked the evaporator core drain tube, which was not clogged, and replaced the cabin filter at no charge.
  The customer returned in December 2023, January 2024, and May 2024 without mentioning odors or A/C issues. In July 2024, at ******* miles, Maitland Importers in *******, **, found a leaking evaporator core and a clogged drain tube, causing moisture and refrigerant to leak onto the cabin filter.
  If the evaporator core had been leaking during our inspections, the cabin air filter would have shown refrigerant dye, and the customer wouldn't have made it through multiple ******* without A/C issues. We verified the evaporator drain was free during one visit, unlike the clogged state found later. The odor described by the customer was not consistent with a refrigerant leak.
  The vehicle is currently at Maitland Importers with a different odor concern. As a goodwill gesture, we are willing to offer a partial refund.

  Customer Answer

  Date: 02/05/2025

  [[BBB transcription via email]]

   

  I am writing in follow-up to my complaint. Unfortunately the email went into my spam folder and I did not see it until I searched for it today. I am willing to accept a partial refund if it is reasonable. However, the company did not say an amount and has not contacted me, so I am not sure what the actual resolution being proposed is in the message.

  

  Business Response

  Date: 02/05/2025

  We would be Comfortable offering to pay half of what was invested to fix the situation which is $588. 

  Customer Answer

  Date: 02/19/2025

  [[BBB transcription via email]]

   

  Consumer stated I accept the offer from *** Penkhus to meet in the middle for a refund of $588.

   

  Please advise on how the refund will be received. 

  

  Business Response

  Date: 03/03/2025

  I have a check request ready to go, I know based on your original complaint submitted that you all have moved. Can you please provide me with the correct spelling and information for the Name and Address in which we are sending this check?

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, my mailing address is

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

  Monument ** 80132
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/01/2025

  [[BBB transcription via email]]

   

  
  We still have not received the check from *** Penhkus.

  

  Business Response

  Date: 04/01/2025

  I apologize the check has not been mailed. It will go out tomorrow morning to the address you provided in the amount of $588. The response that was sent confirming the address was not seen until this message was sent. There was an error on our computer server side that has been resolved moving forward. 

   

  Please keep an eye out for your check you should see it by the end of the week worst case the beginning of next week. 

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases a Volvo 2024 XC90 from *** Penkhus ***********************************, on April 1, the vehicle is beautiful and I loved it, I also purchased all extended warranties $994 tires, ***** for pre maintenance, 499 Theft, ***** Service contrat.Also a gap but that was returned to me when I paid off the loan for the Volvo.A total of ***** that I m requesting a refund from *** Penkhus Volvo, On June 29 I traded the Volvo to Clearshift for an Expedition as the Volvo was not big enough to pull a trailer, and I send the bill of rights to *** Penkhus Volvo..so they can start the process to cancel all my extended warranties and send me my refund I contacted them by emails phone calls, the finance department, the Manager , sales department, July 6, they told me 4-6 weeks, contacted again Aug 10, nothing, Sep 18 I was told .an overnight check will be mailed, Sep 27, I was told Monday the refund will be issue, I call today Oct 5 and nothing.Can I have someone to help me with this.Vichy ********** *********************** ************ ****************************************************************************************

  

  Business Response

  Date: 10/14/2024

  Jordan our finance director has contacted and taken care of Vicky and gotten the refunds taken care of. Please let me know if there are additional concerns or items that need to be addressed. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22384936
  
  I am rejecting this response because:

  As of today 23 October *** Penkhus Volvo still continue with the lies, and not refunded my full extended warranties.
  on 15 October I received $1,250.70 from Theft and Road tires.
  Still no refund for extended warranties for service ***** and $1,995.00 for the Maintenance warranties.
  $7,990 not refunded yet since  June 29, 2024.
  What does it take for them to refund my money...
   
  
  ***** **********
  

  

  Business Response

  Date: 11/05/2024

  I have reviewed all of the information, and it shows the remaining balance of $7,990 is going to be paid by JM&A. It shows that the cancelation has been processed and they usually send out payment the beginning of the following month. Unfortunately, I can't control them and when they pay. I can confirm that they have what is needed and that it is processed. They will send the check directly to the customer. If you don't get it by the 10th, I would call them directly at **************.

  Customer Answer

  Date: 11/05/2024

   
  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.
  
  Sincerely,
  
  ***** Vicky **********

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealer is not complying with items as part of the purchase of a vehicle. Specifically the installation of window tint and the protective clear bra. During the purchase on July 31st 2024 I was told it would be a few days then I would be contacted about scheduling this service. We made multiple attempts to contact the dealership through the sales *** we worked with. These attempts only resulted in being told "he's on it". On August 22nd I contacted the sales manager about this issue. Afterwards I was contacted by another individual from the dealership about getting this scheduled. He informed me he just now received the request and he would be turning my information over to the company they use to schedule the installation of the items as part of the purchase. On September 4th I once again contacted the sales manager because I have not heard anything back since the communication on August 22nd.

  

  Business Response

  Date: 09/09/2024

  Let me start by apologizing for this situation, it is absolutely unacceptable that it has taken this long and that we have not followed through with what we said we were going to do. With that said, I will be more than happy to get you scheduled and get this completed. Please let me know a few days and times that will work for you to drop the vehicle off this week or next and I will work with the installer to confirm a date and time. 

  I look forward to helping you get this handled. 

   

• Initial Complaint

  Date:04/28/2024

  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.

  I bought my Mazda CX-90 Phev on 7/15/2023 from Bob Penkhus Volvo Mazda *** *******************************************************. I had gotten a divorce on 11/03/2022 and was looking to trade in my 2021 Chevrolet Suburban because it was in my ex-husbands name, and I couldnt keep it. He and I have 6 kids together, and our oldest has severe special needs. I was looking for a safe and reliable vehicle, that was large enough for my family, but wasnt such a gas-guzzler. I was excited about buying the CX-90. I wasnt familiar with hybrid vehicles, but when I learned that this was one, and that although it would be snug, we all would fit inside, I thought it would be a great vehicle for us. It wasnt really explained to me how this hybrid vehicle worked. Shortly after buying this vehicle, a light came on while parked. It was sometime in August 2023. The light was a system malfunction, and it would come and go. I called the dealership I bought it from in ****************, and they took it in, and checked out the vehicle. They also inspected the brakes, as I told them they were squeaking. They kept the car from 09/29/2023-10/06/2023, and said everything was fine. Shortly after picking it up, in October I noticed the same light was coming back on. Not only that, I had an issue with the liftgate getting stuck after an ice storm. It would not open. Ive never had a problem with this, with any other vehicle Ive owned after an ice storm. I also noticed some leaking in the car before that happened. I also had noticed that the car would not accelerate while in EV mode driving on the highway, which almost caused several accidents while trying to pass other vehicles. While trying to speed up in the city, this would happen and almost caused accidents there. This was very scary each time it happened. I called the dealership again in ****************, and they kept the car again from 10/31/2023-11/09/2023, and they said everything was fine. Between 11/09/2023 and 01/29/2024 which was the next time I had the car inspected, I was still experiencing the same problems. Not only that, but I was noticing that the car was jerking forward at times. Sometimes at slow speeds, sometimes while driving down the highway going 70 mph. Sometimes it would happen when the car would switch over from EV mode to gas. Sometimes the system malfunction light would come on at the same time EV Mode Cancelled Due to System Malfunction, and sometimes it would not, when it would jerk. This was also very scary, especially when it would happen going at faster speeds. I felt very uncomfortable and worried if something was going to happen to the car, was it going to stop suddenly? I was not feeling safe in this vehicle, and thats one of the reasons I bought this car, because they sold me on the idea that it was safe and reliable. I decided to switch dealerships and have the other Penkhus on ************************************************* check out the vehicle to see what they could find out. They kept the car from 01/29/2024-01/31/2024, and they said everything was fine. Except, they did say that they thought that charging cord wasnt locking in place when it was being charged. I made sure that the cord was in place correctly each and every time I locked it. So, if that was part of the problem, it is the way it was manufactured, not my fault. This worries me, as being faulty from the beginning.Between 01/31/2024 and 02/15/2024 I was still having issues. The same lights were still coming on, and more lights were coming on, and the car was still jerking forward, and I was still having issues accelerating while in EV mode. I contacted the dealership again, where I had previously just had it seen at, and discussed these issues again. I was going to move forward with the lemon law. I had contacted Mazda headquarters regarding this issue around in the fall of 2023. I started explaining my situation to ****** at Mazda. While working on my lemon law letter, ****** convinced me to send it back to the dealership in **************** to have them check out my car one last time. He said that I was high priority to them, and that all my issues would be looked at very carefully. I took my car in on 02/15/2024 and they kept it until 02/21/2024, and they said everything WAS STILL fine. The brakes still squeak, too. This has been brought up since the beginning, and it wont go away. Why? The one thing I noticed during their inspection video, was they did not address the two most important issues Ive had with this vehicle, and thats the lack of acceleration during EV mode, and the jerking. Since picking my car up this last time, I have still been having the same issues. The dealerships have checked out the car, and keep saying everything is fine. I am scared to drive my car. I do not feel safe. I have 6 kids, and I use my car every day. I have to drive an hour to get to ****************. I am tired of taking it to the dealerships and not having my car for an extended period of time while my car is being looked at for the same issues, and being told every time, that the car is fine. The car is NOT fine. This car has almost gotten me into several accidents, because of the lack of acceleration while in EV mode. It only gives me 19 miles, not even, more like half that or less in electric mode before it switches over to gas. I wish that I was aware of that feature, I probably wouldve gotten a different vehicle just based on that alone. My oldest son with special needs is ********************** pull **** and is non-verbal. He is almost 300 lbs, and 62 in height. He gets very aggressive. I have to drive him places in **************** and the jerking and acceleration issues alone are worrisome to me as he is blind and severely autistic, and notices when these things are happening, and makes him upset, as the drive is not smooth, and I have to put so much attention on the road while making sure hes not getting upset about the car and hitting me. Having to switch vehicles when Ive got the car being looked at has been a problem as well. I am a single Mom of 6 kids, I need a reliable car. I am paying a lot of money for this car. I dont have a lot of money. I am a Caregiver for my oldest son with special needs. I am afraid that once my warranties are over with, I am going to be stuck with this car that has these issues, and its only going to get worse from here. I am moving forward with the lemon law because I am convinced this car is a lemon.

  

  Business Response

  Date: 05/06/2024

  After fully reviewing this situation and discussing it with all parties involved, we are at a point where it is out of our hands and in the hands of Mazda Corporation since the vehicle has had over 23k miles in just about 10 months. The customer has filed a complaint with ****************** Corporation and has requested the vehicle we evaluated as a lemon and purchased back. We have and will continue to do what we can for the customer to help. ****************** has requested all documents and facts sent over to them for review in the matter all have been sent from both locations. Any additional information we can provide to help get the customer out of this vehicle and into another we will. I will say the biggest issue we kept running into was that the vehicle wouldn't duplicate the problems the customer is having when the technician or managers at either store that drove it  (We even put a fair number if miles on it trying to get it to duplicate), nothing was storing code wise in any of the computers as an issue and with no check engine light there is nothing we can do to diagnose the problem. We do see what was stated for the milage range on the electric portion and agree that it is an issue and have explained that to Mazda. So, with this all said we will support the customer as much as we can to help get them out of this vehicle and into something that they feel is more reliable. 
  
  If Mazda won't do anything we can always look at trading the customer out of this vehicle and into something else, however there is always some depreciation that will happen with any vehicle and miles. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21637899
  
  I am rejecting this response because:
  
  

  I believe I am entitled to a replacement vehicle at no cost, not simply a trade. If the dealership would agree to a replacement vehicle, not a trade, I would be agreeable to that. As far as depreciation of this vehicle, I have had no satisfactory driving experience with this vehicle so I dont believe that I should absorb the depreciation. In conclusion, if Mazda itself does not provide me with a replacement vehicle at no charge, I will accept a replacement vehicle from the dealership. But simply offering to do a trade for a defective vehicle is not satisfactory. In lieu of a replacement, I would consider some form of monetary compensation. 

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

  

  Business Response

  Date: 05/07/2024

  I can appreciate where you are coming from however, the company is not going to take your vehicle with over 20k miles driven for the last year and just give you another one that is not how it works. The path you need to take is the one you are on with Mazda; they are the only ones that can give you a different vehicle. I am sorry the resolutions I offered are not what you are looking for. We will continue to support your efforts wherever we can with Mazda Corporation to try and get you a different vehicle.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21637899
  
  I am rejecting this response because:
  

  there is nothing to accept or reject, but the letter itself I dont accept. The fact that you sold a defective vehicle to me doesnt seem to weigh on your conscience as a company. All youre doing is stating your policies. And your condescending attitude thats not how it works is personally offensive to me. I totally agree with you that its up to Mazda itself to fix this problem. 
  

  Sincerely,
  

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

• Initial Complaint

  Date:11/29/2023

  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.

  Hello, I bought a Volkswagen from *** Penkhus in August of 2020. When I purchased the vehicle, I also purchased an extended warranty. I sold the vehicle in June of 2023, however, the mileage on the car was lower than the extended warranty therefore I am entitled a refund. I canceled the warranty in June 2023. The extended warranty let me know that *** Penkhus will issue me a check. I contacted the dealership and they keep giving me the run around. *** Penkhus told me that they sent the check to ********** I called ally bank and they let me know that they do not have any check in my name. I have tried to reach *** Penkhus multiple times and they are not answering now. An employee gave me the name of *****************, as the person who was supposed to be researching this matter. I would just like my refund for my extended warranty. I dont know why it is so hard.

  

  Business Response

  Date: 11/30/2023

  After reviewing all of the information and facts on this situation we issued a refund check on 9/29/23 to Ally in the amount of $485.64. Ally is the original lean holder on record per the agreement. Ally cashed the check on 11/01/23. We called into Ally to see what was going on and they let us know they cut the customer a check for the same amount on 11/21/23. In confirming the address that **** sent it to with the customer we found out that it was the wrong address and that she had moved two years ago. We again tried to call on the customers behalf only to find out the only way to stop payment and reissue is if the customer calls in personally changes the address and requested that be done. The phone number to call Ally is ************, if the customer calls that number, they will take care of it for her. 

   

  At this point there is nothing further that Ally will let us do as the dealer. 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a maintenance plan from this dealership at the same time I purchased a 2022 VW Tiguan SE, I sold the mentioned vehicle and I reached out to dealership to cancel the maintenance plan to what I was told that the only way to cancel such plan was only if the vehicle was reposed or total. I was never explained any of this by the finance manager *************************** and was told by him that I needed to contact VW *******. I did call VW ******* and was told they will not do anything about it and that I needed to call the dealership. I have spoken with another finance manager ******************* and they are not doing anything at all. Have I been explained this I would have never bought such maintenance plan. I have been able to cancel stuff like this in other vehicles that I purchased in the past but looks to me that the dealership and VW don't really care about doing honest business. I feel like this finance managers do not tell you with honesty what you are getting into with the intent of getting a better commission not thinking about the customer needs.

  

  Business Response

  Date: 05/30/2023

  After reviewing everything, what has been said to you is true from the perspective of the maintenance program not being refundable and that does come from the manufacture (Volkswagen) that way. I cannot argue one way or the other on whether or not it was brought up in conversation or not during your finance experience. Based on reading what you wrote if it was it wasn't clear. With all of that said in an effort to hopefully one day be able to sell you or people you know a vehicle in the future, I will issue a reimbursement of what you spent on the maintenance program in the amount of $995.00. This again is a gesture from Penkhus ************* to show why we are different and that when we say customers matter, they truly do.

   

  Please respond back with the mail address where you would like the check sent to. 

  Customer Answer

  Date: 06/01/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/04/2022, I purchased a Mazda CX-5 car from *** Penkhus Volvo Volkswagen Mazda. On 08/18/2022, I canceled the ******************** Contract, # IAR052826, for the Mazda CX-5 (per instructions in the contract), with ****************** ********** ******* ****************** ********** ****** said the contract had been canceled, but the dealer re-instated the contract because it was required by the lien holder. *** Penkhus Volvo Volkswagen Mazda dealer finance manager, *********************, said ****************** ********** ****** had to refund the cost of the contract to the lien holder (***** Fargo) and the cancellation had to be done in person at the dealership. ***** Fargo, said the ******************** Contract was not a loan requirement.

  

  Business Response

  Date: 02/13/2023

  Our General Sales Manager reached out to the customer, and we have agreed to do a flat cancel of the $544 that was spent on the tire and wheel coverage. This money will be sent directly to the lender reducing his loan amount accordingly. If there are any additional questions or concerns, please let us know and we will address them immediately. 

  Customer Answer

  Date: 02/14/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/24/2022

  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.

  Vehicle was purchased on 10/07/2022 as certified pre-owned (CPO) (https://www.bobpenkhus.com/penkhus-care-plus.htm) and fully inspected. What I was told had been done to the vehicle was an inspection + detailing of the vehicle, which would have included at the very least vacuuming the carpet or possibly shampooing. Upon getting the vehicle delivered, I noticed the lug nut key was missing. The day after we received the vehicle, there was some dirt on the floor of the passenger rear side. I started to vacuum up the mess and the carpet fibers were vacuumed up leaving behind only the backing, this in spite of the claim the vehicle was detailed, which would have left sections missing carpet. Due to these two issues and the insistence of the dealership that it was 'inspected', which was to include brake inspection, rotate, balance, alignment check among other items, I grew concerned. I then took the vehicle to the nearest Lexus dealer and paid to have them inspect the vehicle. Their observation was recorded and sent to myself, which I then forwarded on to the original dealer. From what ***** had observed, they were able to check the brake system, but the wheels had not been removed for some time. The original dealer who sold the vehicle claimed the lug nut key was 'lost' but the rust on one lug nut should not have been there if the wheels were indeed removed. I have spoken with the dealer on multiple occasions and was told by *********************** (a sales manager) that maybe they had been swindled in the trade and that the person who traded it in was less than forthright. I was then contacted by ******************* (assistant general manager), who expressed concern, said he needed to discuss with the general manager, and asked me to forward the information I had. On 19-OCT-2022 I sent to him the photos of the carpet falling apart as well on 20-OCT-2022 the Lexus inspection report which detailed the issues and cost to repair. Follow up email on 21-OCT-2022, no response.

  

  Business Response

  Date: 10/31/2022

  After reviewing all of the fact with this and talking to the people involved, we have agreed to pay for the replacement of the carpet and to cover the cost of taking off the wheel locks and replacing them.