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:09/25/2024

  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 purchased a 2014 ****** Highlander from Prime Motors in November of 2023 with 122k miles on it. The salesman assured us, "this is a good car, in good condition, no problems". He showed the Carfax on his screen revealing no accidents. We did a down payment, financed in house for $18,000+, and asked about a tire sensor that was on when we drove it. He said, "just low, not a problem, possible new tires needed but that's used cars". They did look a little bare, but they would not come down on the price for tire replacement. When driving home to our remote, rural county, the tire sensor began flashing, and "maintenance required" signaled on the dash. I scheduled an oil change at our mechanic and inspection. They popped the hood, and said coolant had sprayed everywhere--a two inch crack in the radiator on the back side. The tires were in such bald, terrible condition they were all replaced, and $2700 later, I got the car back. Since November 2023, we have had the car break down FOUR TIMES, requiring drive train and transfer box replacement, AWD sensor replacement, alternator replacement, and numerous other repairs to simply get it on the road. A total of $15,000. That's right. $15,000. Prime Motors never disclosed a single issue, but gave a general "these things might go wrong with used cars" and verbal assurances this was a truly solid vehicle. I have emailed twice, with no response from the dealer. My husband is disabled, and we have five small children--we have been left stranded on I-70 mountain passes with no cell service TWICE with this vehicle. We can't sell it because we owe money on it, and anything we would have used to pay it off and get something that actually runs consistently has been consumed in critical repairs. Absolutely ZERO RESPECT for this dealership. An acceptable resolution would be for them to pay the balance on this vehicle, half the repair costs, and an apology. I will upload all the repair history from the mechanic asap.

  Business Response

  Date: 09/26/2024

  Dear ******,

  Thank you for your feedback. While we understand your concerns, it's important to note that your purchase was made nearly a year ago in November 2023. Any issues with the vehicle would have been addressed within the first 30 days of ownership had they been brought to our attention sooner. Given the time that has passed and the vehicle's usage, we are unable to offer support for repairs or a refund at this stage. We appreciate your understanding.

  Best regards,

  Prime Motors Team 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22340835
  
  I am rejecting this response because:
  The cumulative number of extensive repairs is what generated this complaint--we were willing to accept the reasonable risks associated with buying a used vehicle, but in excess of $15,000 over a nine month period is so far beyond reasonable that your response is frankly disrespectful, though not unexpected. I tried to contact Prime Motors August 3rd and September 18th, and received zero communication from your business. This car is not only unreliable, it is dangerous, and left my family stranded over and over with ********al issues that your business was fully aware of, did not disclose, and now refuses to address because I have, in your opinion, waited too long to truly assess the fraudulence on your part. "As-is" purchases require me to accept disclosed potential issues, and you to actually disclose these issues. The first ******** records show a crack on the back of the radiator directly after purchase that was two inches wide--easily, easily visible to you as the dealer and not to me as the purchaser. It spewed coolant everywhere on the inside of the hood and top of the engine block--after ONE drive home. This means that it had to have been cleaned off and refilled by your dealership to hide the horrendous condition when customers pop the hood. This is one of pages and pages of issues that you did not disclose at purchase.

  I do not, absolutely do not, accept your response--you expect me to finance a vehicle you knew was undriveable while telling me "it's a good car, look, no accidents", pay nearly the purchase price in repairs alone, continue to make those payments and all future repair costs, with no accountability and very clear disregard for the safety and wellbeing of your customers. We chose ********************** because of the statements of integrity and honesty on your website. These, too, are clearly fraudulent. The ongoing safety issues and financial burden you have place on myself, my combat-disabled husband, and our five little kids clearly doesn't matter to you at all. Utterly dishonorable business practice.

  I am requesting again that you refund the remaining balance of $17,200 and provide reimbursement for at least half the repairs to date, for a total of $25,000. This excludes the costs of towing, rideshares from remote locations where we were stranded, rental car fees, payments made on the loan while the car was in the shop (an average of nearly a week per month we've owned it), and repairs and maintenance that are reasonable and expected in a used car. I am asking ONLY for relief of the finance debt for the car and rectification of exorbitant costs incurred due to your poor business practice.

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

• Initial Complaint

  Date:03/18/2023

  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 ******* Accent (white, 2017) from Prime Motors on December 5, 2022 and picked it up the next week. While driving it home, the check engine light came on and we immediately took it to be checked out for codes. It was running a little rough when I bought it, but I thought I just needed a tune-up and so was not worried. The codes came back showing that it needed a catalytic convertor replaced. We took it to our mechanic and got an estimate of $1995 to replace both catalytic convertors. Because the cost was so great and the car was not running well when we bought it, we decided to take the car back to Prime Motors to give them a chance to fix it. They told us they would "make it right" and we left the car there for repairs. This was in January because we had not driven it due to the existing problems and bad weather and illness in our household. They returned it to us with the oxygen sensor allegedly replaced and the check engine light off.We were pleased at that point that they said the catalytic convertors were not bad. I think this was the week of January 12th. In another week or two, the check engine light was back on and we took the car to our mechanic for repairs. They replaced both catalytic convertors and charged us $2995 or parts and labor. The car was returned to us on January 23rd and the check engine light has remained off since then and we have driven the car a normal amount of miles since then.I am seeking recompense of our expenses since I feel that the dealer knew what was wrong with the car both when we bought it and when we took it in for repairs. I don't think they made a good faith effort to make the situation right and that they thought they had made a good deal to get rid of the car.Please find both the codes and the repair bill attached as well as the receipt for the sale of the car.

  Business Response

  Date: 03/20/2023

  This is a response for the complaint that was filed on 3/18/2023 Id # ********. As it was stated the customer came and purchases the 2017 ******* Assent without the extended warranty service on Dec 5, 2022. Even though we sale cars AS IS, we asked the customers to bring the car back and took it to ************. Based on the diagnoses, ************ replaced the O2 sensors and gave the vehicle back to the customers. We have never heard back from our customers then after. Since we have not approved any of the jobs to be done, we politely decline the billing adjustment.
  FYI it looks like you have way over paid for the Catalytic converter as well as labor.
  Thank You!

  Customer Answer

  Date: 03/27/2023

  I am submitting more information on the matter of my complaint against prime motors.  I am now in possession of the original vehicle estimate from my mechanic which is dated 20 December of twenty twenty two.   It shows that the catalytic converters were both bad before we gave the dealer a chance to rectify the problem. 

  The check engine light is now back on and the codes and mechanics say that the O2 sensor supposedly replaced by prime motors is bad. 

  Selling cars as is is not a legal defense and we gave the dealer the one chance to rectify required by ******** law. I have no desire to continue to pursue repairs with this dealer. 

   

  **** Love 

  Business Response

  Date: 04/08/2023

  We have attached two letters for the resolution for **********************

  Best regards

  Customer Answer

  Date: 04/17/2023

   
  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,
  
  **** Love