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:04/25/2024

  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.

  ** February 29, 2024 I went into Rikers Auto to look for a vehicle I seen on CarGuru. I was told that with my credit score I would not be able to get that vehicle. I was redirected to the 2016 *** ******* by sales person ******, who mostly spoke Spanish. We looked into financing and I was approve. I thought this was weird because the ***** I went in for was about the same price and year. However, the *** had top features and engine looked very clean with no check lights. I drove off the lot that day and started to use vehicle for my daily work vehicle, which is about ***** miles. ** March 20, 2024 the car overheated on me while driving. I pulled over to let it cool down and added 50/50 coolant. I took it to the mechanic the next day and was told the head gasket is bad and coolant is leaking into the oil. I called the dealership (Rikers auto) while I was at the dealership and they refused all responsibility. I was asked to tow vehicle to their secondary location in ******* for $500, just for THEIR mechanic to look at it; no work done. I called sales manager back after finding pricing of motor repair or replace and he refused again. I asked what if we get reimbursed for down payment of $4500 which will cover the price of repair? He stated and I quote Why would I do that?! I immediately informed him that I would be taking further actions with higher authorities and he laughed and ended the call.

  Business Response

  Date: 04/29/2024

  Response to Service Concerns
  
  We express our regret upon learning of the challenges you have faced with the vehicle purchased from our dealership on February 29, 2024. Following thorough discussions with both our sales manager and the sales representative who assisted you, it has been brought to our attention that you reached out to us a few days before March 20th, expressing concerns regarding a potential transmission issue with the vehicle. During our initial conversation, we made it clear that although the vehicle did not come with any warranty, explicit or implied, we extended an offer to facilitate an inspection by our mechanic at our ************** as a goodwill gesture.
  
  Subsequently, upon receiving your report of an overheating issue with the vehicle a few days later, we reiterated the offer for inspection and assistance.
  
  We want to emphasize that we refrained from providing an estimate for towing expenses as it is the customer's responsibility. Consequently, we are unable to ascertain the exact cost of towing from your location to our ******* office, where our mechanic is stationed.
  
  With regard to your inquiry regarding reimbursement for the down payment or assumption of responsibility for expenses, it is important to clarify that we are not in a position to reimburse your down payment or cover expenses for matters outside our accountability. However, as an expression of goodwill, we are prepared to have our mechanics reassess the vehicle's condition and extend a discounted rate for labor, parts, and any additional measures we can undertake to address this situation comprehensively.
  
  We trust this provides clarity on our stance, and we remain steadfast in our commitment to resolving your concerns to the best of our ability.
  
  Sincerely,

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

   

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21623751
  
  I am rejecting this response because: while I truly appreciate your response, the first time I had issues with the vehicle, ****** told me he would order the part and call me. I spoke to ******* two weeks later and she stated they have no record of this repair. The second issue was not for overheating. It is for a bad head gasket. Your sales manager was rude, disrespectful, and showed no care for the issue. I have zero trust for the office staff, who did not even inform about extended warranties or a prior accident as stated on Carfax. Let alone an affiliated mechanic who let this car off in the first place. 
  I thank you for your assistance, but I can either take to a reputable mechanic and work out a split, or continue on my journey for proper assistance. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2024

  I regret to learn about the negative experience you had with our sales manager, and I offer my sincerest apologies for any disrespect shown and the apparent lack of attention to your vehicle issue. Our sales team members are highly experienced individuals with a long history in the industry, and they typically excel in providing exceptional customer service.
  
  Regarding warranties, it's important to clarify that at the time of purchase, you signed and initialed a document explicitly stating that neither the manufacturer nor our dealership provides a warranty. However, I want to emphasize that extended warranties are available for purchase at our dealership, and they can also be acquired independently through private companies.
  
  While our mechanics strive to conduct thorough inspections, unforeseen mechanical issues can arise despite their best efforts. I understand your reluctance to engage with our mechanic under the circumstances. However, I would like to extend the offer of a complimentary inspection conducted by our office staff, along with discounted repairs and parts. This offer remains valid for an additional 15 days should you reconsider.
  
  Once again, I apologize for any inconvenience or frustration this situation has caused you. If there's anything further we can do to address your concerns or assist you, please don't hesitate to let us know.
  
  Best regards,

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21623751
  
  I am rejecting this response because: I appreciate you reaching out. I have already replaced the motor on the vehicle as well as repaired various other issues. I completely understand my part on the signature process and the definition of as is warranty. However, one month into purchase as a regular daily driver, not delivery or ride share. Its about integrity and customer interaction. I might only be 1 person at this time, but how one thing is done all is done. 
  Thank you for your response. I do not accept the offer. I will close this request and wish you and your team all the best. 
  

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

• Initial Complaint

  Date:11/07/2023

  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.

  On 06/14/2023, I had purchased a car with this company. It was financed through ******** financial. My first payment was due I believe 07/29/2023, but I made that payment on 08/15/2023. My fault for forgetting and paying it late, but I made the payment and ******** financial accepted it. Then on 08/22/2023, Rikers called me/messaged me and informed me that I needed to come back to the dealership and redo my paperwork because ******** cancelled my contract. The company had a clause with Rikers that if the customer doesn’t make their first payment on time, then they will cancel the contract, I had no idea something like that existed. To make it more confusing, Rikers never asked me to return the vehicle to them until 09/08/2023. They said that ******** sent them the cancellation notice on 08/14/2023, but they reached out to me on 08/22/2023 to inform me about all of this. And even then, they only asked me to come back in and redo the paperwork which I did on 08/26/2023. On 08/28/2023, they sent me a message needing proof of my payment to ******** financial. And after that, I heard back from Rikers on 09/08/2023 informing me that I needed to return their vehicle back to them or pay off the total Balance due which was over 10k by 09/12/2023. I then went personally to the dealership on 09/11/2023 and told (******) that I had no issues returning their vehicle back and that I’ll be bringing it back on 09/12/2023. I then inquired about the deposit I had put down on this car and ****** informed me that it was up to the GM (Luis) and that I needed to reach out to him. ****** then proceeds to give me the GM’s email. ****** also let me know that because of the extra mileage I had put on this car while I was waiting for all of this to be resolved, he said that they might adjust my deposit and that I wouldn’t get all of it back, but he claimed that wasn’t up to him. The next day, I received threatening messages from their repo person saying that if I didn’t return the car, then they’d call the police and report the car stolen, I was confused because I had already said that I’d be returning their vehicle back to them on that date. On 09/12/2023, I sent an email to the GM and never heard back from him, so on 09/14, I followed up in person with the GM and he said he’d have to talk to the owner and that he’d get back to me on Friday. To this day, I have never received an update. I had a contract with ******** and then they cancelled it. I never had a contract with Rikers, so I don’t understand why I could t get my deposit back, I wasn’t expecting all of it, but at least something so that I can be able to try and get another vehicle. This is so unconscionable on their part. The payment I had made to ******** financial also went to Rikers because they had already cancelled my contract by then. I have proof of every communication, but it’s not letting me upload them here.

  Business Response

  Date: 11/13/2023

  We are writing in response to the complaint filed by Mrs. ********* ******* and we appreciate the Better Business Bureau's commitment to resolving consumer disputes. We value the opportunity to address Mrs. ******** concerns and provide clarification on the sequence of events that led to the repossession of her 2013 Dodge Avenger.
  
  On 06/14/2023, Mrs. ****** purchased a 2013 Dodge Avenger from our dealership, and on the same date, she entered into a retail installment sales contract with ******** Financial, with the first payment due on 07/29/2023. Unfortunately, Mrs. ****** failed to make her first payment to ******** Financial, prompting them to demand that our dealership repurchase the loan on August 14, 2023. It is crucial to note that the payment and subsequent communication with ******** Financial were exclusively between Mrs. ****** and the bank, and any transactions or decisions made by the bank are beyond our control.
  
  Upon repurchasing the loan in adherence to the request from ******** Financial, we communicated with Mrs. ******, providing her with the option to secure alternative financing or face repossession of the vehicle, as outlined in the terms of the retail installment sales contract. Despite our attempts to find a mutually agreeable resolution, Mrs. ****** did not bring her own financing within the specified timeframe, resulting in the regrettable repossession of the vehicle.
  
  Our dealership operates in strict accordance with the terms and conditions outlined in our contracts, and repossession is a measure taken only when contractual obligations are not met. We regret any inconvenience Mrs. ****** may have experienced during this process and sincerely apologize for any distress caused.
  
  We remain committed to resolving this matter and are open to further dialogue to reach an amicable resolution. Please feel free to contact us if you require any additional information or clarification regarding this case.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Michelly R*****

  Controller

  
  
  
  
  

  
  

  Customer Answer

  Date: 12/12/2023

  I don’t understand why my complaint was closed. There was no resolution. I am out of almost $3000 and with no vehicle. My deposit should have been returned because I gave them their vehicle back. It was never repossessed. How can the business repossess the vehicle when I had no obligation to them. ******** financial should have repossessed the vehicle because it’s with them that I had the contract. How is this right? Nowhere on the contract does it state that I don’t get my deposit back if the contract was to fall through. Please help me understand this, the business also lied about me returning said vehicle all to keep my money. 

  Business Response

  Date: 12/14/2023

  It is important to reiterate that Mrs. ******** down payment is categorized as a down payment, not a deposit. This clarification has been communicated in our previous responses, and we want to emphasize this point once again.y here. We presented her with the option to secure alternative financing within a specified timeframe, as per the terms of the retail installment sales contract. Despite our efforts to find a mutually agreeable solution, Mrs. ****** did not secure alternative financing within the stipulated timeframe, leading to the unfortunate repossession of the vehicle.
  
  Our dealership strictly adheres to the terms and conditions outlined in our contracts, and repossession is considered only when contractual obligations are not met.