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:01/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 car at this lot in September 2022. The salesman **** took over from the original sales rep that was initially helping me (which was extremely rude) and lied to me from the jump. He upsold me a car with features that did not work. TVs in my headrest ($200) they did not work,**** insisted the vehicle was fully loaded and compatible with phone, aux, and Bluetooth connection that I asked for to be a must have feature. It was also a lie, I was not able to connect any device for music, or navigation to help with my job. I made sure to asked if my account was accruing interest because my first payment wasn't due until December, and he quoted that it will not be accruing interest until I made my first payment. Also, a lie, and I made sure to ask various times because it didn't sit to well with me, come to find out that was also false information and I end up having to pay almost $1000 in interest when my first car note was due. As a dealership they were not willing to make any adjustments or accommodate me at all. I tried to support this company for various reasons, and they failed me! Also, the owner was very rude.

  Business Response

  Date: 01/09/2023

  To whom it may concern:

  **************** did purchase a 2014 Infiniti QX60 from Gojo Auto this past September. Approximately 3 weeks after the purchase, she called and said she had concerns with her vehicle, the transaction, and wanted help. We invited her back into the store to address her concerns, but she never came in. Approximately 1 month later, she called in again with the same concerns, and again she was invited to the store so we could look at the car and try to assist her. Her concerns were as stated in her complaint- head rest DVD's not working properly, Bluetooth connectivity, and interest accrual.  When she arrived, we helped her connect her phone to the cars Bluetooth system. She had previously tried but was unable to figure it out. Her phone worked right away once it was connected properly. We also looked at her DVD system. The system is an aftermarket system. We looked at it together, but it was determined that she needs another remote to have it operate properly. We also explained to her that this DVD system is 10 years old, it would fail at some point (Most people don't even have DVD's anymore). She said she wasn't that concerned with it.  We then spoke to her about her concern with interest accrual. According to her, she felt she was lied to because she thought if she went 90 days to first payment, there would be zero interest charged during those 90 days. She was simply confused and mistaken. Interest does accrue during that time. In her complaint, she says that she has to pay an additional ******* of interest, which is 100% untrue.  At that point **************** said she wanted to get a different vehicle, which we tried to accommodate for her. She couldn't find anything she wanted, so she asked if we would pay for her first oil change for her. We said we would, and we did. The cost of that oil change was ******. Finally, at no point was anyone ever rude to ****************, especially the owner, as she claims. She never met with the owner. At the end of the day, we feel like we tried to help her resolve her complaints in a reasonable manner. 

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

  General Manager 

  Gojo Auto

• Initial Complaint

  Date:12/03/2022

  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.

  I purchased the vehicle in January 2021 from GOJO auto. They said they are there to empower women but after what's happened I believe they are there to prey on women. The check engine light came on 2 weeks after I purchased it and continued to go on and off throughout the duration of it running. In June of 2021 the car wouldn't start. I had it towed and was told the timing chains were bad and the engine needed replaced. The price to replace the car is at least $12,000. I owe $10,000 on it. I have tried to contact the **** multiple times and can't get a hold of them.

  Business Response

  Date: 01/09/2023

  Good Afternoon ***** and parties at the BBB,

   

  We apologize for the delay as we have been short staffed due to the Holidays. We take our buyer's concerns extremely seriously and upon investigation it appears we have no notice of any complaint from a *******************. We sell pre-owned cars that are clearly marked "as-is" and offer service contracts that would help with repairs. It appears you declined any protection at the time of your purchase. That being said we are happy to have to have a conversation about how we can help seeing as how it is one year after purchase. 

   

   

  Customer Answer

  Date: 01/14/2023

   
  Complaint: 18519292
  
  I am rejecting this response because:

  A written notice was sent with no response and multiple phone calls have been made in attempt to communicate with the business, with no response. The issue has not been resolved.

  Business Response

  Date: 02/04/2023

  ************ sent a handwritten note to the dealership approximately 10 days ago with no phone number or email address demanding a full refund on a car that she purchased 1 year ago. That was the first time I received any correspondence from ************. Then we received this complaint from the BBB outlining her concerns as listed above. There was a phone number there, so I reached out to ************ by phone in an effort to understand her complaint more fully. She stated that her car had been down since June 2022, and she said that before that, her car was driving fine, she parked it, went to restart it and it wouldn't start. She had it towed, and they told her her timing chain broke and she had bent valves. The shop she took it to told her she would need a new engine. She also stated that her check engine light had come on approximately 2 weeks after she purchased the car and she had it looked at by her mechanic at that time. According to ************, they told her that the car was in good shape and could not find anything wrong with it as the check engine light was no longer on and there were no codes in the system. I also asked her where she had the car serviced at and she said she couldn't remember exactly but she "had gotten a few oil changes and had the tires replaced". She said she had been calling the dealership (Gojo Auto) nonstop in an effort to get help or resolution but had not heard from anybody. After getting this information, I investigated and here is what I found:

  
  ************ purchased a 2010 VW Jetta January 5th, 2022 from Gojo Auto. The car had an excellent service history from ********** and had a clean title. From the time ************ purchased the vehicle in January 2022 until October 2022, there are 0 records of her ever having the car serviced, per CARFAX. In that time, ************ put approximately 10k miles on the car. Additionally, in reviewing the sales documents, ************ was given the opportunity to purchase an extended service contract which would have paid for future covered repairs like the one she stated in her claim, but ************ explicitly declined coverage. (See attached document). Finally, in over 28 years of being in the car business, I have never seen a timing chain break while a car is parked, as ************ claims. I asked her if she heard noise while she was driving and she said no. I asked her if any of the shops she took it to when she had oil changes done recommended repairs to her and she said she couldn't remember. Typically, a timing chain will make a loud noise if it is loose. It is commonly referred to as a timing chain "slap". Our opinion is that ************ never had the car serviced, continued to drive the vehicle although there may have been obvious signs that there may have been an issue, and instead of paying for the repair, drove the car until it gave out, causing more damage and thus now needing a motor. Of course, we don't know this to be fact, but this conclusion would seem more plausible in our opinion. 

  
  In conclusion, while we are sorry ************ has trouble with the car she purchased, we feel that she never had the car serviced (no records of service on CARFAX), she failed to purchase an extended service contract for future repairs when given the opportunity, and the only correspondence we have ever received from ************ was the letter mentioned at the beginning of this response. If her car was here in ********, we would still try help her by referring her to a shop that we do business with that could save her some money on the cost of her impending repair. However, her car is now in *******, and we do not have service partnerships there.

  I tried to call ************ this morning as well as sent her a text message. I have not heard back from her.

  Please let us know if there is anything else needed here. 

   

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

  Manager

  Gojo Auto

   

• Initial Complaint

  Date:11/02/2022

  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.

  Date of transaction: September 8, 2022 Amount of money paid: $14,935.12 Business committed to return $2,499.00 for ************ that was declined.Nature of dispute: The business has been stating that we would receive our refund within 30 days. we are more than double that time and they are not returning our calls and have not provided our refund. We have done everything that they asked and to date they have not refunded our money. If you check their advertisement on for this vehicle on CarGurus, they advertised that the vehicle had no reported accidents. CarFax showed that it had 3 reported accidents. Thier advertisement stated the "Home of the **** Guarantee: Safety Inspection, 3 Month/4500-mile **************** *************** two oil changes included and a full detail, none of which was provided. After a lengthily discussion, we were told that they would refund our ************ payment within 30 days. As previous stated, we have not received our refund and they are not answering or returning our calls.