ComplaintsforCarville's Auto Mart, Inc.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Dodge Ram truck on 4/22/23 from Carville's Auto Mart. Within one day I heard several different knocking noises. I brought the car to them and told them about the noises. They changed the oil and said it was nothing and that I purchased a warranty anyways so I was covered. The noises continued to get worse, so I took the car to a separate repair facility. They found multiple major problems with the vehicle, including cam and lifter concerns, exhaust system concerns, manifold shields rusted and falling off, manifold studs rusted and broken off, and potentially the catalytic converter was coming apart. There was a tremendous amount of rust particles throughout the entire system. The misfire counter was disabled and the codes were cleared. The extensive water damage to the vehicle would cost more to fix than the vehicle is worth, plus the rust would continue to ruin more of the vehicle, including the computer. Carville's also sold me a $3500 warranty which I was told would cover everything, only to discover it specifically states that it does not cover any damage from water or rust, or pre-existing damage. When I contacted them after the independent inspection, Carville's said I could only trade in the vehicle for the going trade-in value, which was nearly $10,000 less than I paid for it, not to mention the additional costs of taxes, extended warranty, dealer fees, Gap coverage, plates, etc. The total cost of the truck was $31,494.63.

  Business response

  09/28/2023

  I have attached the DUE BILL that miss ******* ****** signed stating that she was owed a A/C recharge, that nothing else was promised or owed. Also that the vehicle was SOLD AS IS. I also attached the Purchase agreement form that was initialed by the complaintant in the bottom right hand corner. The vehicle was SOLD AS IS for $25,499. I have offered help in trading in the vehicle and offered a 3,000$ more than what the KBB offer was for the trade in. 
  
  Prior to purchasing the truck my salesmen **** *, informed me that he wanted to sell them a Toyota Camry. She denied the vehicle stating that she needed a truck. The complainant took the truck to get a 3rd party inspection and upon the inspection still choose to purchase the truck SOLD AS IS.
  
  We tried to help with the trade value when they came down but demanded that we gave them $25,000 for the truck after we offered $20,000. They screamed at my General Sales Manager and threatened to contact a lawyer. My GSM asked them to leave his office, my Controller ****** ***** brought them the keys for the truck they were trying to trade, and they began screaming at her again threatening that they were going to contact a lawyer and get them involved. They then stayed on the lot and were yelling and screaming at our customers telling them not to purchase from us.
  
  I did everything in my power to try and help the situation. Even though the truck was sold as is. Police were contacted because they were refusing to leave. 
  
  No resolution was made after our attempts to help out the situation.
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  During Feb. 2021 I purchased a 2014 Nissan Pathfinder for ~ $20,,000. At that time I was able to put $15,000 down in cash & finance ~$5,000, in an attempt to help my credit. Purchasing a vehicle happened quickly & everything was smooth. About 18 months later I had catastrophic financial failure & I had to do a 'buy back' to sell the vehicle back to them. That is when everyone on the team changed & they ALL were assisting ******, the leader of the finance department. They owed me over $6,000 & avoided my calls for a FULL WEEK by sending me to the voicemail for ********* (one of **** ****** ********* *******). I finally called ****. ***** ** *********** & spoke to the commissioner. Within the next hour Carvilles cut a check. Fast forward to July & August 2023.. just last month I tried calling ****** & asked for the purchase contract AND the buy back contract copies be sent to me a email because my health is failing & I must enter an assistant living environment. I'm disabled & have a fixed income. Although my health has nothing to do with ******, I still have to ask for duplicates to turn in to the government, so I qualify for specific medical housing. I was sent half of the paperwork promptly. I have been nagging, calling (again.. my messages go to a never ending mailbox). It really sucks that this industry is focused on $$ & liars. I have asked repeatedly for a piece of paper. It's all head games & ********. I've made calls, left voicemail, given written messages, etc. Time to call the Commissioner...

  Business response

  09/15/2023

  I spoke to ***** **** on the phone 9/15/23. She stated she got the contract that she needed on Sep. 10th. The issue has been resolved and she has received everything that they needed.
  
  ***** *****

  Assistant GM

  Carville's Auto Mart 

  Customer response

  09/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ****

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We arrived at 8am to the dealership, only to find that most of the vehicles on our list had been sold days earlier but not removed from the website. Despite my gut telling me to leave when it took them hours to find any keys for any of the cars we wanted to look at, I made the mistake of trusting them to sell us a decent car at the very least. Instead, we drove off the lot at 5pm (8 hours later) with a car that wasn't safe to drive and needed repairs doubling the price to make it safe to drive. They've basically ignored us since then, and the windshield replacement they promised is only if we drive 75 miles to and from their car lot to have it done. That would be another 150 miles in an unsafe vehicle whose wheels or drive shaft could come flying off, so I'm not going to do that. We observed several other unscrupulous actions not mentioned in this reveiw, but may be added later. It is fairly obvious that this place has many fake positive reviews... I've been trying to find a compromise / resolution with them but they continue to blow me off. I offered to pay for labor if they pay for parts, they blew me off. I offered to pay more and go 50/50 total and they blew me off. My wife and I are teachers with 3 kids at different schools and have been without a second vehicle for almost a month because the car they sold us isn't drivable without 8K in repairs. Despite selling us a car that doesn't work and refusing to help us with the repairs, the sale of the car stipulated that they would cover the cost of a windshield replacement and they have failed to do so.

  Business response

  06/22/2023

  We have resolved everything for ***** ******** and they are happy with how everything turned out.  Here is the documentation to for everything that we had done to the jeep to make everyone happy in the situation.
  
  Thank you,
  ***** *****
  Carville's Auto Mart
  General Manager

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2017 Honda Civic from this dealership a few months ago and during the test drive the check engine light came on and the salesman said they would get that taken care of regardless if we wanted to continue with a purchase. We decided that we wanted to purchase a vehicle in only if they would get that resolved before we took ownership of the vehicle. They promised and put in the contract that they would get this taken care of and got the light off before we left. A few days later that light came on as well as about seven other lights on the display mentioning all these failures on the vehicle. The vehicle is not running properly and has not been for several months. I have spent over $1000 at local shops, trying to get this fixed to no avail because they are not sure how to move forward with it and mentioned I should get in touch with the dealer because it’s something that will require a lot more money for them to Figure out. I have tried calling the dealership several times, leaving voicemails and have had nobody reach back out to me over this past several months. I feel it is inappropriate for a local company to not take ownership when they have sold some thing that is not appropriate and not safe. This vehicle has many issues and does not run properly. It is an every day vehicle I need to go back-and-forth to work and I am unsafe and driving this. I feel it is appropriate that the dealership reach back out and refund me the amount that I have purchased this vehicle for and settles out on their own with the bank and takes full responsibility for selling an inappropriate and unsafe vehicle. I would rather dealership take care of this before I have to take it to legal action. Like mentioned the proper way of resolving this issue is to take the vehicle back and work at the bank on their own to resolve the loan and get us out of it completely. I can show pictures of all the lights that are on, but it will not let me upload at this time.

  Business response

  01/13/2023

  We can bring the Honda in and see what's going on with the check engine light or we can look at trading the car in to get another one

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Details We purchased a 14 Ram with 87k miles from Carville's Auto Mart in Grand Junction CO March 18th, **** ******* * *** **, Grand Junction, CO 81505 ###-###-####. 20 minutes into the drive home the check engine light came on. We advised our salesman, Gee, the next morning when we brought in the title to the truck we had traded in. He told us, don't worry, we'll take care of it. He helped set up an appointment with the diesel shop he recommended the next week. The mechanic wasn't in the next week, so it got pushed out one more week. The mechanic diagnosed the check engine light and advised that the transmission needed to be replaced. We went to talk to the salesman, Gee, but he was gone for a family emergency. We spoke to their customer service rep, Linda, who had one of their general managers talk to us, Matthew. Linda assured us the vehicle had been fully inspected and their were no issues. Matthew advised us that the vehicles was fine, there was not a problem with the transmission as the check engine light was cleared by the mechanic, **** at **** **** ***** **, Grand Junction, CO 81505 ###-###-####. **** advised there was metal debris in the transmission fluid. Matthew's resolution was to sell us a warranty, he went to get us a brochure and didn't come back. We left after talking to Linda for another 5 minutes. Matthew never followed up. Gee won't respond to our texts or emails. I called and spoke to the other GM, Jerry, explained the situation and we "lost signal". I left a message for him, was told he was in a meeting. Called the next day, no call back. I called the following day advising Brandon I would be filing a complaint if i didn't hear back from the owner, Kevin. It has been another week and still no response. Check engine diagnosis at auto zone also states veh needs a new transmission. I feel the truck was traded in with the issue, light was cleared and they put it up for sale. Them not responding is confirmation of this.

  Business response

  05/07/2022

    The truck was pre sale inspected at *** **** prior to *** having it up for sale at their dealership.  They sold it to us as 100 percent ready to go.  The client had another pre sale inspection done at **** prior to buying it from us and it passed inspection there also.  Client had opportunity to purchase warranty when they bought it from us but claimed they would rather take it As Is.  Brought back to us when check engine light came on, we had our service manager drive it and he said it is fine upon his inspection.      Tell us why here...

  Customer response

  05/09/2022

  Complaint: ********
  
  I am rejecting this response because: We went to have the truck looked at quickly by the shop that Gee recommended.  Little did we know they have quite the relationship.  Matt texted the shop as soon as we went in to discuss the issue and lied about what was said.  He also said he’d take care of us and hasn’t done anything for us, nor contacted us to resolve the issue.  Him and Linda assured us there was a thorough inspection done by Carvilles when we voiced our concerns about buying a vehicle with an issue covered up.  So the response here is a lie.  Their website claims “Carvilles reconditions every vechicle prior to sale to ensure the customer is getting the highest quality.” And “The incredible success was built on a reputation of a "Dealership with a Difference" providing the best quality, service and selection while giving the customer a memorable purchasing experience.  Customer Satisfaction is the number one goal”. They are the epitome of a crooked, fraudulent dealership.  It is also amazing that we have never received responses to messages, emails and texts but they are quick to respond here.
  
  Regards,
  
  ******** *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  07/01/2022

    The issue has been resolved.  Questions you call me at ###-###-####.  Thank you, Kevin C*******

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ****** ***** and I purchased a 2011 GMC on January 3, 2022. When purchased the dealership was aware that the truck had a service the brake monitor system alert. I brought the truck down to the dealership on the 14th of January to have the brakes checked. On the way to the dealership the check engine light came on the oil pressure gauge needed to be serviced or replaced. We were told that they replaced the oil pressure gauge that day. On the way home the check engine light came back on with the same issue. Took the truck back in on January 24th for them to replace the brake cylinder and fix the oil pressure gauge again. Truck was in the shop from 9am until 2pm. The brakes are still faulty, and when we took it to a brake specialist at brakes plus we were informed that there is either air in the brakes or contaminated oil.in the brake line or the Abs module is going out. We went back to the dealership they said they won't fix it and to use our warranty to fix it. On our way home the check engine light came back on, and I lost all oil pressure again. Called the dealership to let them know what was going on that out motor is blown they said call a tow truck and claim it on your warranty. My warranty is 12,000 miles or 12 months. The dealership cancelled my warranty after I left the dealership today on January 24, 2022. When I called the dealership to ask why they kept telling me to make a claim on my warranty knowing they had called and cancelled it. This is a breach of contract as well as selling unsafe vehicles. The contract for the warranty clearly states that this warranty can not be cancelled unless we miss a payment. And I haven't had the vehicle long enough to even make my first payment. The warranty was purchased on January 3,2022 the day we bought the vehicle.

  Business response

  01/28/2022

    Hello ********* this is Kevin C*******.  We appreciate your business and I'm sorry to hear about your issues.  Your warranty is not cancelled.  It is my understanding there was communication issues while you were at the dealership which probably caused people to say things they really didn't mean.  Call me on my cell phone at ###-###-#### at your convenience and I'm sure I can help you get things figured out.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded a new car for a 2005 Buick van. Ever since I drove off lot. Serious issues have been happening. When you put van in drive an loud alarm . Keeps going off then it changes to another alarm until it’s put In park. The. It stops Transmission slips the brakes like a bunny on the highway the door knobs are broken the DVD player quit working all the stuff started happening second I drop it off the lot I have a brain tumor and that they stole the car for me basically and put me in a piece of shit and this was taken to your office once before and it was not settled just needs to be settled they keep ripping people off they need they need to get in trouble I have videos and stuff at the alarms that I would be more than happy to share and transmission shifting hard it the starter keeps catching when you start the van it just sticks when you started it just keeps on the start hanging out

  Business response

  10/15/2021

    We have scheduled multiple appointments to fix issues she has claimed to of had yet she hasn't showed up for the appointments.  She has a 12 month 12000 mile warranty that covers the transmission if its malfunctioning.  We have offered to trade her out of the Buick.  The issue has been that she only wants cars that her credit won't qualify her for.  We wish the lenders would lend her more money for her sake but we just can't get them to do it 

  Customer response

  11/15/2021

  Complaint: ********
  
  I am rejecting this response because: Because I was never offered to be traded I went in to trade and was treated really bad. Laughed at and didn’t get to drive it look at anything 
  
  Regards,
  
  **** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]they never offered me to trade and I have missed 1 appointment 

  Business response

  11/16/2021

    **** was offered the ability to trade and missed multiple appointments according to staff.  She still has ability to trade and schedule appointments.  We can't help if she never comes to dealership or makes it to scheduled appointments.

  Customer response

  11/24/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards**** *****
  

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

   

  I have tried several times to trade. I have talked to Linda. Very rude woman. Shouldn’t be working around customers. The times I have tried I have been ignored or laughed at . I went and spent 2 hrs waiting on gabbi. To trade and he ignored me everyone that walked by ignored us. I asked a younger African American man for keys to green Chevy spark . He said ok the. Never came back then gabbis brother came out he to use a smart rude man. Laughed in my face and refused me to look at anything I asked for his card he game me someone’s else’s. I called the manager working that day and explained how I was treated he didn’t say much. So I have tried to trade . So ask your workers I traded a 2012 Ford Focus for a 2005 van. I couldn’t even look at what I wanted. I had two choices . I couldn’t even look at anything elese. I don’t appreciate the way I was treated and yelled at. Yes I have missed an appointment. Why would I take the van back to there shop to get fixed . They will just lie I have had very popular mechanics look at van . It leaked fluid as well I have videos

  Business response

  01/28/2022

    We have responded and communicated with **** multiple times through BBB on this same complaint.  We were under the understanding this was resolved months ago.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a 2012 Ford focus into this dealership to get into something a little different it was I got a 2005 Buick van plus had to give $100 down and they took my car my car was in good shape drop the van off the lot within three days the doorhandles were ready broke when I got it off the lot but within three days light started coming on for the engine the other door broke the DVD player quit working the brakes locked up on the highway almost killing my family twice it’s leaking oil I called them to ask them to get me in something different within a week and they flat out have ignored me and went up there today which is 31 July I was treated like a dogThey left in my face they was rude and told me that I needed to come back when the manager was there they didn’t even let me drive a car they I’ve never been treated so badly ever at a dealership and would not handle the situation I have a brain tumor and I want these guys to get my payment where I want and I want to decent car

  Business response

  08/12/2021

  Tell us why here...Matt F**** the general manager has offered to work with ****** ***** on these items that she's concerned with yet he claims she will not come in during the week for an appointment.  We can't work with her unless she brings the car in.  I'm having Linda who does are scheduling reach out to ****** ***** to try to get her scheduled in for an appointment.  The items she's complaining about are all fixable items, she just needs to make it into the dealership so we can help her out.

• Initial Complaint

  06/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Carvilles sold me a vehicle that needs a transmission less than 2 months and just over 2,000 miles after purchasing. I bought a used 2011 Chevrolet Tahoe for $19,295 with 116,996 miles from Carvilles on 4/23/21. I put $14,300 down in cash and financed the rest. On 6/14/21 with 119,145 miles my transmission is shuddering. Less than 2 months and just over 2,000 miles this vehicle needs a transmission. Matt got a quote for $5,800. I asked him to pay for just half of the parts (no labor) and we would be happy. Total cost of parts is around $3,000. It’s been a week, we’ve called and gone in multiple times, he still doesn’t have an answer for us. He’s given some “helpful ideas” such as asking the owner to pay $600 (very unlikely he said), or trade for a like vehicle (they don’t have any), or to just finance the entire cost of the transmission myself and MAYBE they will help IF they decide to.

  Business response

  08/12/2021

       The staff at Carvilles offered Mrs. ****** a warranty on the Tahoe when she was purchasing it but she denied it. Matt F**** our general manager has offered to work with her a couple different ways but she is not satisfied with his offer.  Mrs. ****** didn't want to pay for a warranty but yet is wanting Matt to give her warranty coverage after putting 2000 miles on the Tahoe?  I stand behind Matt it's not fair to the company to give her a warranty without paying for it, just like I wouldn't expect to get warranty coverage on something that I declined a warranty on.

*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. ↩