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:07/17/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 purchase an extended warranty from Carfox Autosales on 06/20/2023 for a 2013 ****** XV Crosstrek. Upon verification, the warranty company stated they never received the warranty money, so I have no coverage. They stated I would need to request a refund for the warranty from the company. Carfox Autosales aka ***************** has not responded to any of my calls, texts or email. I paid $1,985.

  Business Response

  Date: 07/18/2023

  Hello ****************************,

  We are anticipating your tag work this week. Soon as we receive it we will call you and give you a heads up or if you would like. We can ***** it to you and provide a tracking number. 

  The warranty we have sent for cancellation. The funds will go back to the lender the payment stays the same but your payoff will be lowered. 

  Thank you, 

  Carfox 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20320759
  
  I am rejecting this response because:

  I have waited more than 3 weeks for the refund for a warranty I was supposed to receive. The refund has not been processed to my loan provider, and I have been unable to get any further resolutions with the company. After spending thousands of dollars on out of pocket repairs, I would at the very least like to resolve this issue.

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

  Business Response

  Date: 08/11/2023

  Hello ******, Glad to hear you did received the tag work ********** When we receive your refund from the warranty it will be sent to ************************ via ****** We will provide you with a tracking number as well. 
  

  This does not change your payment just the balance owed. 

  Thank You,

  For your impatience. 
  

  Enjoy your day. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20320759
  
  I am rejecting this response because: PWI has stated they have not been paid for this contract, and have received a request from the dealer for refunds from 26 contracts that have not been paid for. They stated they will be sending out information to all victims of this fraud. The refund needs to come from the dealer directly as PWI will not refund what they have not paid for. 
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20320759
  
  I am rejecting this response because:

  I have still not received the refund for the extended warranty. Ive been attempting to cancel since 13 days post purchase of the vehicle. The warranty money was never paid to the company. The company has been in communication with me, and I have documentation stating the dealer has not paid the many contracts purchased. My loan provider has also attempted to contact the dealer regarding the refund. My number appears to be blocked, and the loan provider has not received any communication from the dealer. On top of everything! This vehicle did not go through any safety checks and has required over $4,000 in repairs.

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

• Initial Complaint

  Date:12/13/2022

  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.

  We purchased a 2015 ****** Quest from Carfox on Friday November 4, paid in full. The purchase also included a $300 3 month warranty so we could take the vehicle and get anything repaired that we found for only a $100 deductible. The next day when we started the van, tons of blue smoke came out of the tailpipe, and it continued to do so, almost as if someone had put Stop Smoke in it for the sake of the sale. After much ado to get information from the warranty, we took it to a local ****** dealership for warranty repair. Turns out it needs new engine and catalytic converter, and the warranty covers nothing. Over the next 2 weeks of trying to resolve this with Carfox they have blocked our number, hung up on us when we call from other numbers, and will not communicate at all whatsoever. We also have yet to receive tag and paperwork for the van we spent all our money on and can't drive, and no one will help us.

  Business Response

  Date: 12/14/2022

  Hello *******************. We sold the 2015 ****** Quest with ****** AS-IS. We provided a complimentary third party warranty. They will only pay 100% of what you paid for the ****** in total. That amount being $12,000. They received a claim for $24,000 that is double what you paid for the ****** and an excessive amount. You will need to find a repair facility that can repair the ****** Quest for a reasonable amount. We are a small company and do our best to provide an excellent product, process, and people to assist.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18565386
  
  I am rejecting this response because:
  First of all, WE STILL DO NOT HAVE TITLE OR TAG information for the vehicle we cannot drive.The warranty would not cover the expense because it was a non-covered repair. They would not work with us with another facility. The warranty only covers very specific criteria, not communicated to us as buyers, even when asked specifically. It is a worthless "warranty" used to cajole consumers into buying quickly, thinking the warranty protects them. Not to mention, for the van to start smoking so quickly is a clear indication of tampering to get the vehicle sold. CARFOX representatives refused to communicate with us regarding the issue, and hung up on us when we called. After research, this business has scammed numerous gullible people like ourselves, and it needs to stop with us. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/15/2022

  Hello ******************* you purchased 11/04/22 tag and title work was processed 11/10/22. Please feel free to verify with DMV.

  Business Response

  Date: 12/15/2022

  Hello ******************* you purchased 11/04/22 tag and title work was processed 11/10/22. Please feel free to verify with DMV.  Client submitted an almost $25,000 claim. If you can add to her file.

   

  The most a warranty will ever pay in repairs is 100% of purchase price in her case $12,000

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565386
  
  I am rejecting this response because: We bought a vehicle that had been tampered with to move out of inventory, were misled that there was a warranty that would cover an repairs, and have no received any registration information regarding the vehicle purchase. Had we known the warranty was bunk, we would not have made the purchase 'as is.' There will not be resolution unless we are issued a full refund for the vehicle. This is one of many avenues we are taking to be certain that other people don't have to experience the severe financial loss that we have experienced in dealing with this company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/17/2022

  *******************, Here is the documentation showing title work was processed 6 days after purchase. Title is kept electronically on file with the ****************. Go to a local DMV and they can print it for you. Here is the Estimate that was sent to the warranty company $24,720.82 for a 2015 ****** Quest VAN. The warranty company only covers up to what you pay in total that amount being $12,000 because that is what you paid for it. You submitted a claim for more than double. Thank You CarfoxAutos.com 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18565386
  
  I am rejecting this response because: The warranty company would not cover the expense IN ANY CAPACITY because needing a new engine and catalytic converter are NOT COVERED by the warranty. The only reason I drove the car off the lot without taking it to get an full mechanical inspection was the warranty, and now I am stuck with a van that needs as much work as it is worth, and it's Christmas, and we spent all of our money purchasing the van, so for Christmas we have no money and and no vehicle. THIS WILL NOT BE RESOLVED WITHOUT A FULL REFUND. WE WERE MISINFORMED AND SOLD A VEHICLE NOT FIT FOR DRIVING. 
  
  Sincerely,
  
  *****************************