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:07/14/2025

  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.

  Car has rusted brake lines ,bad transmission according to one of their close friends who owns a mechanic business bad evap system bad valves? And a few other things the mechanic told me it needed like $7,000 in repairs less than 9 months after I got it? They are also giving out my personal info to this mechanic and discussing about what to do regarding my car situation that I did not say they could do.

  

  Business Response

  Date: 07/21/2025

  Regarding Case #********

  We regret that our customer has felt the need to make this complaint instead of reaching out to us.  We understand mechanical issues are frustrating for everyone involved but we would like to have the opportunity to work with our customer to help resolve this issue.  We would first need the opportunity to get the vehicle looked at in our service department to determine the issue and what course of action to take,  Our customer mentioned that she was told her vehicle needed a transmission.  We would like to remind our customer that she has a warranty on her transmission here with us that would cover a replacement if needed for only a $50 deductible on her part.  We are also more than happy to look at her brake line issue while the car is here.  We will try to reach out to our customer to go over options and would encourage her to contact us so we can help.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:05/22/2025

  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.

  This references complaint#******** filed by my uncle and closed without resolution. Cavender sold a car that's clearly has a problem.i have a report by a ****** factory mechanic. Saying noise is definitely in the motor. They changed the alternator, then told me the car runs smoth and sounds fine. When confronted with the ****** report they said no further diagnosis and they would replace motor when it blows. That means any moment anywhere this motor can sieze or blow. That's not safe on a 3 lane highway at speed. And any mechanic could tell there is a major ********* can this be right. They sold a lemon and won't make it right. They said if I want a different car I needed another $2k down.And how can the bbb close the issue on the business's recommendations, that defeats the purpose entirely.I want my money back or this vehicle to be made road worthy.

  

  Business Response

  Date: 05/26/2025

  In response to case #********

  Mr. ***** has been a very good customer and we hope to maintain a positive relationship with him.  On May 1, 2025 he came into our service department and it was determined that he had a radiator leak.  That repair was covered under our warranty,  It was also determined that his alternator was failing.  The alternator is not covered under warranty.  Mr. ***** later said he felt the alternator repair was unnecessary and felt it should not have been done.  To show good faith we split the cost of the repair.  Mr. ***** returned to our service department on May 16, 2025 complaining of a vibration and said the vehicle was not running correctly.  *********** representatives drove the vehicle and could not find a drivability issue.  One of our main goals as a used car dealer is to always set the correct expectation at the time of sale.  These are used vehicles and in no way would we be able to guarantee nothing would ever mechanically go wrong.  With that said we do provide a 2 year limited powertrain warranty that covers the engine and transmission.  This also is gone over at the time of sale after a test drive and walk around.  Once our customer takes delivery of the vehicle they had the 2 year warranty in the event of an engine or transmission failure.   Per the diagnosis from the ****** dealer, they are suggesting replacing the engine mounts with factory OEM mounts due to a vibration.  Unfortunately that is not something we do or warranty.  No obvious mechanical issues are evident with this vehicle.  We would encourage our customer to please feel free to reach out if we are missing or may have another issue in the future.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:05/21/2025

  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.

  On February 19, 2025, I purchased a 2014 Jeep Cherokee from Cavender Auto Sales with $2,000 down/$490 in payments and financing through their in-house lender. From day one, the vehicle was defectiveshutting off unexpectedly, erratic fuel gauge, exhaust fumes inside, and violent shaking with heat or air on.Cavender promised all issues would be fixed at their expense. Instead, the car has been in their shop since April 1, 2025. After weeks of delays and zero progressincluding refusing to diagnose it over a trivial speaker wire they blamedCavender finally declared the car unfixable.Despite this, they demanded I pay over $1,000 for missed payments while the vehicle sat useless in their possession, even though they previously agreed to accept $400. They threatened to repossess a car I havent even had access to since April 1 and disabled it remotely when I was trying to coordinate repairs.They offered me a replacement vehicle only if I pay their unreasonable back charges, but Ive yet to find a suitable option after reviewing their inventory remotely while working out of town.Additionally, the car was delivered dangerously low on fluids, contrary to their promises.Cavenders conduct is deceptive, abusive, and unconscionable. They sold me a defective vehicle, broke every promise, and now are trying to extort payments for a car they admit they cant fix. I demand a full refund or a safe, functional replacement immediately.

  

  Business Response

  Date: 05/23/2025

  We understand mechanical issues can be very frustrating for all involved.  It is our goal to always attempt to maintain a positive relationship with all of our customers.  While we are more than willing to address mechanical issues, that does not excuse payments that are due on the vehicle.  That seems to be the biggest disconnect in this case.  Starting with the second payment.
                  A week after our customers second payment was due, we were informed by her that she was having a mechanical issue.  Most notably the transmission.  We informed our customer if she could drop the vehicle off with our service department, we could determine the problem.  She dropped off the vehicle on March 14, 2025 and our technician immediately noticed an after-market stereo system had been installed by our customer and was creating electrical issues.  We informed our customer we could not be responsible for that and would have to be removed before we could proceed with diagnosis. She picked the vehicle back up at that point.  In the meantime the second payment that was due March 5, 2025 still had not been made. Our customer continued to drive the vehicle without making payments until April 7, 2025, when she dropped her vehicle off again.  This time with the after-market stereo system disconnected.  We informed our customer that her account was now severely past due and we could not provide service work without payment.  On April 14, *********************************************************************************************************************** service. It was determined that there was an issue with the transmission and would need to be replaced.
                  Attempting to help resolve this issue we moved forward with the transmission replacement with the understanding all payments would need to be caught up.  The transmission repair was done April 28,2025.  During a quality control test drive the vehicle drove fine but we noticed a few of the warning lights would come on and off intermittently.  We feel this is related to the previously mentioned after-market stereo install.  Wanting to get this resolved and not sure the extent of the electrical issues, we offered an option of trading vehicles.  Our customer said she would like to take the option of trading but did not have the past due payments.  We provided her a solution to pay half and we would defer the other half.  She said she would be in the next day May 3, 2025 to trade. May 21, 2025 she said she checking to see what inventory we had available and would be in the next weekend. We explained her past due balance had increased since it had been three weeks since she was to come in to trade. She immediately started threatening legal action and became extremely out of line with our staff.  At this point the only option we can provide is resolving the electrical issues in her current vehicle, assuming her account is brought up to date.  This repair would be done free of charge.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23359683
  
  I am rejecting this response because:

   

  Vehicle: 2014 Jeep Cherokee
  Date of Purchase: February 19, 2025
  
  
  
  
  
  
  1. False Claim: The Car Was Fine Until the Second Payment Was Missed
  Truth:
  
  
  The car broke down the same night it was purchased.
  Problems began within the first hour of driving off the lot.
  The aftermarket stereo system was professionally installed well after the vehicle was already malfunctioning.
  Major issues included transmission failure, stalling, overwhelming exhaust fumes, lack of fluids, and mechanical failure.
  A second opinion from an independent mechanic confirmed no electrical issues caused by the stereo.
  
  
  
  
  
  
  
  
  2. False Claim: You Dropped the Vehicle Off March 14 for the First Time
  Truth:
  
  
  I dropped off the vehicle for the first time on March 11, 2025, as discussed with the dealership.
  On ************** (my birthday), I was informed no work had been done, allegedly due to a stereo bolt, despite five days of silence from Cavender.
  
  
  
  
  
  
  
  
  3. False Claim: Cavender Performed Work Promptly and Communicated Clearly
  Truth:
  
  
  The vehicle was returned to Cavender again on April 5, 2025.
  I emailed Cavender multiple timeson April 7, 12, 14, 17, 22, 23, and 24receiving little to no response.
  On April 24, Cavender finally ***lied, stating a used transmission was being installed.
  I clarified that the issues were not just transmission related and provided:
  
  A full list of critical safety and mechanical concerns.
  Proof that fluids were never topped off while the vehicle was in their possession.
  Documentation that the transmission was already failing from Day 1.
  
  
  
  
  
  
  
  
  
  4. Account Status and Service Refusal
  Cavender ***eatedly emphasized that I needed to drop off the vehicle for ***airs, even while they activated kill switches and demanded payment on a broken car I could not use. When I finally dropped off the vehicle on April 5, 2025, after removing the aftermarket stereo as requested, they immediately demanded additional payment before performing any work. This created a no-win situation where I was forced to either pay more on a non-functioning vehicle or be denied service altogether. They accepted only one partial payment on April 14, 2025, and only then agreed to proceed with the diagnosis.
  
  
  
  
  
  
  5. False Claim: They Fixed Electrical Issues Caused by the Stereo
  Truth:
  
  
  Cavender blamed my aftermarket stereo for causing electrical issues but never fixed any electrical problems.
  My independent mechanics ***ort shows no electrical faults related to the stereo and no requests for electrical ***airs were made.
  Cavenders service department initially promised to fully fix my vehicle but later limited their work to warranty items only, after I ***eatedly asked for details.
  I requested information about the used transmission installedmileage, warranty, reliabilityto ensure long-term fixes, but Cavender denied all such requests.
  Based on these manipulations and evasions, I no longer trust Cavender to ***air my vehicle.
  
  
  
  
  
  
  
  
  6. False Claim: You Were Out of Line With Staff
  Truth:
  
  
  I have recordings showing I remained calm and professional throughout all communications.
  Cavender made verbal promises that past due amounts would be handled after ***airs.
  Despite my payments and communication, they ***eatedly activated the kill switch on the vehicle, rendering it unusable.
  
  
  
  
  
  
  
  
  7. Timeline of Payments and Efforts
  
  
  2/19/25: $2,000 down payment.
  2/26/25: $128 payment.
  3/22/25: $128 payment to reactivate account.
  3/28/25: Payments of $46, $43, and $15.
  4/12/25: $128 payment for vehicle recheck.
  Total paid: $2,490 (excluding my time, *************** and lost income).
  The vehicle has been unusable since early April, yet I continued paying in good faith.
  
  
  
  
  
  
  
  
  8. False Claim: You Refused to Trade Due to Balance
  Truth:
  
  
  Cavender verbally agreed on May 21, 2025, to accept $400 by the weekend for a ***lacement vehicle.
  When I called ready to pay $400 on May 21, I was blindsided with a new demand for $1,100, blaming me for taking too long.
  No deadline was ever given to me, verbally or in writing.
  I requested written confirmation of the $400 agreement and terms, but Cavender refused to provide it.
  
  
  
  
  
  
  
  
  9. Retaliation After Speaking Out
  
  
  On May 21, 2025, after posting my full experience on ******** and filing formal complaints including with the BBB, Cavender blocked me on ******** and began calling ***eatedly.
  I did not answer these calls, and I have documentation of them.
  On May 22, I called and messaged early, ready to pay the $400 and secure the vehicle, but was stonewalled and told to speak with ****.
  On May 23, Cavender revoked the deal explicitly citing my BBB complaint and social media postsa direct retaliation for exercising my consumer rights.
  
  
  
  
  
  
  
  
  10. Communication History with Sales Representative
  
  
  I texted the sales *** on May 3, 5, 6, 9, 12, 14, 17, and 19, 2025, inquiring about vehicle availability and payment offers (screenshots attached).
  On May 8, I requested a status update on a ***lacement vehicle.
  On May 13, I asked for final figures to p***are payment.
  On May 15, I confirmed my willingness to pay and proceed; still no deadline was given.
  On May 21, I called ready to pay $400 but was blindsided with a new demand for $1,100.
  On May 22, I texted and called early attempting to fulfill the $400 deal but was referred to **** and stonewalled.
  On May 23, the deal was revoked due to my BBB complaint and social media posts.
  
  
  
  
  
  
  
  
  11. Final Statement
  I do not trust Cavender Auto Sales to fix my vehicle. They have had my vehicle for far too long without completing necessary ***airs. Their response attempts to manipulate facts, shift blame onto me, and evade responsibility. I have attached my demand letter outlining my position and expectations
  
  
  
  Sincerely,
  
  ******* ******-*****

  

  Business Response

  Date: 05/28/2025

  Regarding Case #********

  While we regret that our relationship with our customer has gotten to this point, we would like to offer a path to move forward.  We are in the middle of getting the check engine light issue resolved and should be done in next couple of days.  Parts have been ordered and once installed we want to make sure everything is fine before releasing the vehicle back to our customer.  As previously stated we had not yet begun to address the check engine light due to our customer saying she was coming in early this month to take the trade in option we had offered at that time.  Also as previously stated the only option we can provide at this time is to complete the repair on this vehicle and all repairs will be done free of charge.  Once repair is done we will have a representative with the finance company reach out to try and work out arrangements on the past due balance,  We would like to get our customer back in her vehicle, should she choose to do so.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23359683
  
  I am rejecting:

   

  Thank you for your recent response. I appreciate the effort to address this situation, but I feel it overlooks some critical issues that have made this experience extremely stressful and costly for me. My intention is not to prolong this any further I simply want to ensure we resolve things fairly, thoroughly, and without the need to escalate this matter through civil court.
  
  
  To move forward, here are the terms I prefer to have in place. These are not demands, but fair and reasonable expectations based on the time, money, and opportunities Ive lost while waiting for the vehicle to be properly repaired.
  
  
  
  
  
  
  
  
  1. Complete Written Report of Repairs Signed and Itemized
  
  
  
  
  I respectfully request a full written report, signed by a technician or service manager, that details:
  All components inspected
  Specific issues diagnosed
  All parts replaced (including part names and whether they are new or refurbished)
  All repairs completed, with clear documentation that the work was done at no cost due to the vehicles pre-existing condition at the time of sale
  
  
  This report should explicitly confirm that the following issues were identified and fully addressed:
  
  
  Gas Gauge Malfunction The fuel gauge fluctuates wildly and inaccurately. It drops 10+ miles from the reading after traveling just 1 mile.
  Exhaust Fumes Strong fuel-like fumes come from the exhaust, causing nausea and headaches.
  Vehicle Shuts Off While Driving Since the night I drove it off the lot, the vehicle has shut off randomly while in gear. Dashboard warning lights for throttle, battery, and engine appear when this happens.
  Transmission Knocking & Stalling Loud knocking sound when shifting from first to second gear, often followed by stalling.
  HVAC & Air Compressor Issues The compressor is excessively loud, and the heating/cooling system barely functions, causing shaking and concerning noises.
  No Fluids Upon Delivery The vehicle had no oil, coolant, or windshield washer fluid when I picked it up.
  Engine Performance The car sputters, skips, and rattles significantly, especially during gear shifts. This strongly suggests deeper transmission or engine issues.
  Electrical Disclaimer All of these issues began before any aftermarket work (e.g., sound system). I request written acknowledgment that no electrical issues are being attributed to anything I installed after the sale.
  
  
  
  
  
  
  
  
  
  
  2. Factory & Warranty Documentation for ***** Repairs
  
  
  
  
  If major components such as the transmission have been replaced, I request the following:
  Factory details of the part(s) (e.g., new vs. refurbished, make, model, serial number)
  Mileage on the vehicle and the part at the time of repair
  Warranty terms for each major component replaced, especially anything drivetrain-related
  Confirmation of what work was done in-house vs. by a third-party vendor or repair shop
  
  
  This documentation is essential for both my safety and future legal protection.
  
  
  
  
  
  
  
  
  3. All Communication in Writing (Email Only)
  
  
  
  
  To prevent further miscommunication, I ask that all correspondence moving forward be emailed to:
  ?? *************************************
  
  
  This helps maintain a clear, written record for both sides.
  
  
  
  
  
  
  
  
  4. Final Payment Amount: $400
  
  
  
  
  I am only comfortable paying $400, which reflects the limited time I had the vehicle in my possession. The dealership held the car for weeks with no updates or proof of progress, and many of my inquiries were ignored. There is no verifiable timeline for when work actually began.
  
  
  This amount is a gesture of good faith on my part, despite the fact that I was initially sold a vehicle in unacceptable condition.
  
  
  
  
  
  
  
  
  5. Independent Inspection in ***********, ** Before Vehicle Return
  
  
  
  
  Before I agree to take the vehicle back, I request the opportunity to have it inspected by a certified, third-party mechanic of my choosing in ***********, **. This inspection will confirm:
  That all repairs were properly completed
  That the vehicle is safe and reliable to drive
  That the repairs are not just temporary or cosmetic fixes
  
  
  I want this to be a final resolution, not another round of breakdowns and back-and-forth.
  
  
  
  
  
  
  
  
  6. Written Repair Guarantee
  
  
  
  
  I would appreciate a basic repair guarantee in writing, stating that if any of the same issues return within a reasonable timeframe, the dealership will address and repair them at no cost to me. This helps protect us both and builds trust that the work was done properly.
  
  
  
  
  
  
  
  
  7. Reissue of Temporary Tag
  
  
  
  
  Because the vehicle was not emissions-eligible and therefore could not be legally registered, I ask that a new temporary tag be provided so I can legally test-drive the car and complete the inspection process.
  
  
  
  
  
  
  
  
  Final Thoughts
  
  
  
  
  My goal is simple: to resolve this fairly and move forward. I believe these steps are reasonable and necessary considering the circumstances. This situation has taken a serious toll on my finances, time, and personal life, and Im hoping we can avoid further complications or legal action by working together on clear, mutual terms.
  
  
  Please let me know if youre willing to proceed based on this outline. I am open to finding a path forward but only if its thorough, transparent, and documented properly.
  
  
  
  
  
  
  
  
  Ten-Day Demand Notice
  
  
  
  
  Please note that this message also serves as part of my 10-day notice of intent to take civil action if a satisfactory resolution is not reached. This period began on May 23, 2025, and will expire on June 2, 2025. I strongly prefer to resolve this quietly and professionally before that deadline, without making this situation more public than it already has become.
  
  
  Sincerely,
  ******* ******-*****
  ?? *************************************
  
  

  
  Sincerely,
  
  ******* ******-*****

  

  Business Response

  Date: 06/04/2025

  Regarding Case #********

  We are currently in the middle of the repairs previously discussed.  Also as previously stated there was a delay putting this vehicle back in the shop due to uncertainty as to what our customer's intentions were.  We expect the repairs to be complete next week.  We will notify our customer when they are complete and we would suggest she come and test drive the vehicle with one of our representatives.  We want to make sure all parties have the correct expectation.  Assuming she would want to move forward from there, we will get her with an account representative to make payment arrangements.  Our customer has indicated in her previous response what she can pay to get back in her vehicle and I am sure we can make that work and would also like to put the remaining past due at the end of the loan and start over.  Our main goal is to get her back in her vehicle.  She came to our establishment in need of transportation and we would assume that would be her main goal as well.  With all due respect, this is the best solution we can provide at this point and if our customer wishes to choose another alternative as she has already indicated, we will accept that decision.

  Respectfully,

  Rondis L. Cavender

   

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23359683
  
  I am rejecting this response because: there is no clear answer. 
  

  Dear Mr. ************************************** you for your response and your willingness to continue working toward a resolution. I truly want to get back into my vehicle and move forward. However, I need a clear, direct response to the concerns Ive raised before I can agree to anything.
  
  
  At this stage, I simply ask that you break down each point below with a yes or no will it be done, or will it not? That level of transparency is all I need in order to make an informed decision and avoid being blindsided.
  
  
  1. 
  Repair Documentation
  Please provide a written summary, signed by a certified technician or service manager, detailing:
  
  
  What components were inspected
  What issues were diagnosed
  What parts were replaced (including if they are new or refurbished)
  Confirmation that these repairs are being completed at no cost to me due to the condition of the vehicle at the time of sale
  
   I am willing to accept this documentation upon vehicle pickup, but I would appreciate written confirmation now that you agree to provide this at that time.
  
  
  2. 
  Confirmation That My Original Concerns Have Been Fully Addressed
  
  Please confirm that the following issues have been resolved, how they were repaired, and whether anything is still pending:
  
  
  Fuel gauge malfunction
  Strong exhaust fumes
  Vehicle stalling/shutting off while driving
  Transmission knocking and stalling
  HVAC system and compressor problems
  Vehicle delivered without necessary fluids
  Engine skipping or sputtering
  Electrical problems (unrelated to any aftermarket work)
  
  These are the issues I personally experienced, and Id just like a full acknowledgment of which have been repaired and how.
  
  
  3. 
  $400 Payment Request for Clear Confirmation
  
  I am prepared to make a payment of $400 as discussed. I understand from your last message that this could be made to work, but I respectfully ask for direct, written confirmation that:
  
  
  This $400 will be accepted as the first payment to resume the agreement
  I will be allowed to retrieve the vehicle based on this amount
  The remaining balance will be deferred as previously described

  
  Please confirm this clearly I cannot agree to move forward on a maybe.
  
  4. 
  Temporary Tag
  Because the vehicle could not be registered when it was first delivered, I kindly request a new temporary tag so I can legally drive the vehicle after repairs and complete the registration process.
  
  5. 
  Repair Guarantee (Including Independent Inspection)
  I would appreciate a written repair guarantee confirming that if the same issues return within a reasonable timeframe, the dealership will repair them at no cost to me.
  
  
  During that repair guarantee period, I plan to have the vehicle inspected by a certified third-party mechanic. If anything is found to be incomplete or improperly repaired, I will return the vehicle within our agreed window to have it corrected.
  
  
  6. 
  Written Communication Only
  To avoid confusion, I kindly request that all future communication be in writing and sent to:
   *************************************
  
  
  
  Final Thoughts
  
  I am not asking for anything unreasonable. I just need clear, direct confirmation of what will and will not be done so that I can move forward with peace of mind. I am fully prepared to proceed once I receive those answers, and I truly hope we can wrap this up soon.
  
  
  Thank you for your time and understanding. I look forward to your response.
  
  
  Sincerely,
  ******* ******-*****
  *************************************
  
  
  
  Sincerely,
  
  ******* ******-*****

  Customer Answer

  Date: 07/01/2025

  This complaint is against Cavender Auto, financed through *****************, regarding a 2014 Jeep Cherokee with ongoing issues since purchase. Timeline: April 5, 2025: I dropped the car off due to major problems: check engine light, shaking in reverse, gas gauge issues, and poor performance. AprilJune: The car remained in Cavender Autos possession for over 10 weeks. During this time, I was in frequent contact with a sales *** about a ***lacement. A vehicle was offered but later withdrawn after I filed my first BBB complaint. I was told it was because I took too long, despite staying in regular communication about available options. June 17, 2025: I picked the car up. I was verbally told the catalytic converter was ***laced, but I received no invoice or written confirmation of what work was done. June 1730: I sent multiple emails to Finance Manager **** ****** describing continued issues. These included the check engine light still being on, shaking in reverse, no sign of oil service, AC not inspected, and more. I also attached diagnostic codes. I received no written ***ly. June 30, 2025: The car broke down again while I was working in 90+ degree heat with my toddler. I am five months pregnant and was left stranded. At first I thought the car had been remotely shut off, but it turned out to be another mechanical failure. Same day calls: I called Cavender and ******* several times. I was told only warranty-covered ***airs would be addressed. However, once they realized I was recording the call, their tone changed and they offered to tow the vehicle. This inconsistent response only came after I began documenting the interaction. Despite everything, no one has sent written updates, invoices, or confirmed ***airs. Instead, Ive only received phone calls about payment. No real solutions have been provided, even though the car has been unreliable since day one and is now undrivable again.

  

  Business Response

  Date: 07/07/2025

  Regarding Case #********

  As stated in our previous responses we repaired this vehicle as agreed and our customer test drove and approved when she picked it up June 18, 2025.  On June 30, 2025 our customer called to inform us her vehicle would not start and she had tried to jump the vehicle off and nothing.  We again agreed to try and help since our customer was stranded.  We arranged a tow and brought the vehicle into our service department.  It was determined that the starter had gone bad.  Completely separate and random issue,  However we understand with used vehicles these things can happen.  We repaired our customer's vehicle free of charge out of goodwill.  We also covered the tow bill for her.  Her vehicle was ready the very next day July 1, 2025 and she picked her vehicle up.  Our customer also has a limited 2 year / 24k mile limited power train warranty that we will continue to honor should she have a future issue that may fall under that warranty.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:05/08/2025

  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.

  Nephews car brought in for load noise and radiator not mounted. They replaced a perfectly good alternator $400 plus and a warranty radiator.THEY DIDNT MOUNT THIS ONE EITHER. upon return to question repair showed little concern. Said fix in 45 minutes. 2 hours later still waiting.They fruad the customer and insurance by replacing good parts and not solving the problem.Only for a return visit and more charges.The act indifferent because they already have your money and you must keep paying.And they pray on those who are in a situation they have little choice but to go to a less then honest dealer.....

  

  Business Response

  Date: 05/12/2025

  In Response to Case #********

  We cannot locate a customer by this name or phone number and do not believe this is our customer.  If something has been missed we would encourage our customer to contact us at ************, so we can look into their issue and get this resolved for them.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23305143
  
  I am rejecting this response because: i was with the customer ******* *****, I paid with my credit card for the perfectly good alternator they changed. that makes me a paying customer. A simple check of the last name is all it would have taken. He will now file an additional complaint.

  We picked up the car, which there mechanics say nothing is wrong with. When you drive it it sounds like a tank when given gas. Anyone on a test drive would know something is seriously wrong, it sounds as if it will blow up at any moment. Funny look at the complaints for overheating and engine replacement on many other vehicles. This is how they make there money.I WOULD LIKE THE NAME OF **********************. ******* WILL ASK THAT THEY REFUND THE MONEY FOR THIS TICKING TIME BOMB.

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

  

  Business Response

  Date: 05/14/2025

  Regarding Case #********

  If a misdiagnosis has occurred we would like to have the opportunity to make things right and would appreciate our customer contacting us to get resolved.  The warranty we provide is an in house warranty provided to all of our customers at the time of sale.  It is not provided by a third party and we do not profit from warranty repairs.  The radiator is a covered item.  However, an alternator would not be covered.  As previously stated we would appreciate our customer contacting us directly so we can look into the issue or at least have the opportunity to see the vehicle.  Please feel free to contact us at ************.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23305143
  
  I am rejecting this response because:your company had the opportunity to diagnose and make a plan to resolve, they said nothing was wrong. An outside mechanic stated there are broken engine mounts.**** was not a formal inspection. My nephew will take vehicle to a factory mechanic for a formal 2nd opinion and written findings. At that point he will initiate a complaint in his name and discuss a plan to resolve the issue with the seller.

  I don't see how that vehicle could have left with a clean bill of health, with the experience they have at changing engines. It should have been obvious 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/16/2024

  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.

  On December 12th 2024 I said two friends to Cavender Auto to purchase a car. They purchased the car for $13,000 the referral for the buy was me, ***** ********. They told my friends that I couldn't have the referral money because my roommate ****** had started to buy a car last year 2023. She didn't buy the car and I had referred them then but she just put the area. I finally talked them into going back to the dealer and giving them a try this was December 12th 2024. They're advertising says that if you were for someone they will pay you and still they refuse. The application that ****** did in 2023 was in her name only and she did not I repeat did not buy anything. When they went back in December 12th the application was put in two names ******** name and her other friend's name. And they both told them that I was the reason they came there to buy a car. I still did not get the referral pay that they promised. They said they used the application that carry alone started in 2023. That is false advertising. And in August 2022 I purchased my first car from them. A friend from work referred me to them I had never heard of them. I had to go back to work and get her full name to give to them. When I called back a few days later they told me it was too late. She never got the referral payment neither. That is false advertisement. I'm sending the the ad that they have on their website about the referral. But as I have told you I know of two times that they have done this just to me or someone that I know. They should not be allowed to promise that and we send someone and they purchase a car for $13,000 and that is $13, 000 in their pocket and they can't even pay the referral that they promise of $100.

  

  Business Response

  Date: 12/20/2024

  In Response to Case # ********

  We regret that our customer felt the need to make a complaint regarding this matter,  It is our goal to maintain a positive relationship with all of our customers and the public in general.  We do in fact pay a referral fee for new customers.  However it is our policy that we only pay referral fees for new customers and do not pay a referral fee for repeat or returning customers.  We also require that if a new customer is referred to us they have to give us the name of the individual who referred them up front.  We have had a great referral program for many years and the majority of of customers are repeat and referral customers.  To avoid the program being abused or misused we have to stick to our policies to be fair to everyone, including ourselves.  We would also encourage our customer to reach out to us at ************ if they would like to discuss and we can review the situation and confirm a mistake was not made on our part.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:11/18/2024

  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 financed a car from this dealership on Sept 13, 2024. On Oct ******* they had to tow my car due to it over heating. They kept the car for 3 weeks. 3 hours after I got it back it was overheating again. They told me they had replace the engine, radiator and many other parts. I took the car back and received it back a week ago. It is now overheating again. I have tried to contact the business to work out a solution and they will not help me. They agree to fix the car and then dont repair it. It is under warranty as well.

  

  Business Response

  Date: 11/19/2024

  Regarding Case # ********

  We understand that mechanical failures are frustrating for all involved.  Our customer did have an engine failure and we repaired the vehicle free of charge.  We are now being made aware that she is experiencing an overheat issue.  We have offered to tow the vehicle into our ****************** free of charge again to determine the issue and work with our customer to get this resolved as soon as possible.  Upon being made aware of an overheat issue we explained the first step would be to get the vehicle diagnosed to see what is going on.  We cannot move forward until that happens and would appreciate the opportunity to do so.  We are more than willing to work together to get this resolved.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22572998
  
  I am rejecting this response because:
    My car has been in the repair shop 3 times for overheating issues and is currently in the shop right now. It has been there for 6 days this go round. I have given plenty of opportunity for you to assist me with negative results each time. Everytime I get the car back it over heats again. I have spent hundreds of dollars using **** to get back and forth to work. I live an hour and a half away from the dealership so Everytime I have to come pick it up its a $ 75 ***** So your response of wanting to help is inaccurate. I have been so inconvenienced by the purchase of this car. All I want is a car that is reliable. And as far as contacting your company, your staff is rude and unhelpful and they only make the situation more frustrating. Your response is invalid and incorrect and I dont agree with it. 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/30/2024

  Regarding Case #********

  Since our previous response our customer has allowed us to get this vehicle into our service facility.  As of November 25th the repair was completed and our customer is back in their vehicle.  All repairs to date have been done free of charge and our customer got compensation regarding her payments on this vehicle.  Please let us know if we may be of further assistance.

  Respectfully,

  Rondis L. Cavender

   

   

• Initial Complaint

  Date:10/30/2024

  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.

  The same day i purchased the van it stalled out on the highway and would not start back up. So the dealership replaced the transmission. Shortly after that i picked up the van from the shop and it stalled out again on the high way in the middle of driving it. The dealership keeps telling me to bring the van back to the shop however each time i pick it up it stalls out on the high way every single time. I mentioned that it can cause a accudent and i have little kids in the van as well its not safe. The dealersip said they only got it to stall on them 1 time and that they will need for it to happen more times in order to figure out the problem. I mentioned the check engine light has been on since the day they replaced the transmission, im not sure how they got the light off in order to pass emissions because it keeps coming back on the min i drive pass 20miles or the min i keep stopping the van stops driving.

  

  Business Response

  Date: 11/02/2024

  In Response to Case #********

  We understand mechanical issues can be frustrating for all involved.  We acknowledge and agree that our customer's complaint is accurate as she described.  However we have and will continue to try and resolve this issue for our customer.  We have done all repairs free of charge and also compensated our customer by helping with payments while the vehicle was in our shop.  After having one of our service techs drive the vehicle for a few days we were able to duplicate the shutting off concern one time.  ********************** determined the most likely cause would be a crankshaft censor.  That was replaced and vehicle driven by our service tech for another day with no other issues.  Assuming issue was resolved the vehicle was released back to our customer and are now being made aware the vehicle is having a similar issue.  We would like to have the opportunity to fix this customer's vehicle and are more than willing to do so free of charge.  We would encourage our customer to contact our service department and make arrangements to get her vehicle here, so we can work together to get this issue resolved.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:07/08/2024

  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 2016 Kia ****** from Cavender on 4/10/2024. On 4/18/2024 the vehicle was smoking and I discovered an oil leak. The vehicle was towed and kept for 5 days. I was told that it sounds like your transmission or engine need to be replaced and this car should have never been on the lot by ***** in the service department. When my car was returned to me it was cited as loose valve gasket bolts. When I retrieved the vehicle it still had the oil pressure light on, was advised to check the oil and we didnt know the oil light was on. On 5/1/24 my serpentine belt broke due to the same oil leak. My car was returned on 5/11/24 with the reason for the belt breaking being oil leak. On 5/24/24 my car again was smoking and being this is the 3rd time, I called and sent photos of the oil leak. Seeing that I had previously been given documentation stating my car was overheating, but thats not what was said or the diagnostic results, I made sure to have as much evidence as possible. My vehicle was picked up on 5/28 and returned 6/24. Being told that there were multiple oil leaks, issues with the engine, and power steering leaks. I begged for a new car, I begged for a replacement only to be told no. They sent my car to another company to make the repairs and I called to see what was going on with my car with no answer given to me until I threatened to return the car to them. **** in finance went above and beyond to help me get answers, repair, and to stall the payment while in the shop. However my payment due 7/5/24 would be late for the first time since getting the car and being able to drive it (since I couldnt work while they had my car) I was immediately told I had until Monday to make the payment or the vehicle would be repossessed on 7/9/24. Out of the 90 days I have owned the vehicle I have only been able to drive it 36 days. Being 8-14 days at a time. There is a major issue with this!

  

  Business Response

  Date: 07/08/2024

  In Response to Case # ********

  This customer did in fact purchase a vehicle from us on April 10, 2024 and has been in our shop for an oil leak and belt issue.  However we have fixed this customer's vehicle at no charge to the customer.  Also we provided a rental car at our expense due to her initial issue.  On top of that we have also taken care of the last two months payments.  We understand it can be frustrating when mechanical failures happen for all involved.  We always try to work with our customer as best we can to get them resolved as quickly and painlessly as possible.  As we did in this case.  We do expect payments to be made at this point and feel we have been extremely fair in resolving this issue for our customer.  We would encourage our customer to reach out to us at #************ to go over options and make sure we are not missing anything.

  Respectfully,

  Rondis L. Cavender

• Initial Complaint

  Date:06/22/2024

  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.

  Loan # P24176. I purchased a 2014 KIA ***** from Cavender Auto on 3/29/24. I gave them a $900 down ************ first payment was scheduled for 4/12/24. I contacted them on 4/12/24 asking if I could pay 2 payments on 4/26/24 and was told no. They repossessed my car on 4/17/24. I never received the letter required by law within 10 days of repossession informing me on what options I had to get my car back, how long I had and how to retrieve my personal belongings. On 4/26/24 they debited my checking acct in the *** of $256. I called them to ask about the debit and the letter. The lady asked if the loan could be in another name because she had no record of it. She asked me to call back on 4/29/24 because the lady I needed to speak with would be in the office. I called back on 4/29/24 and the lady told me that my car was not repossessed and it would not show up on my credit report. I asked how could it not be repossessed and she said because I had never made a payment. I asked if they were going to refund my down payment and she told me no. I also asked about retrieving my personal belongings and she told me there werent any. They posted a picture on their ******** page on 4/26/24 of my car being sold to someone else. How can they not comply with GA law and take my car and down payment and sell it to someone else without giving me the option to pay of my loan and get it back. Its unethical at the very least. I would like them to refund my down payment of $900

  

  Business Response

  Date: 06/24/2024

  Regarding Case # ********

  Our primary goal is to maintain a positive relationship with all of our customers and set them up for success.  However the unfortunate reality sometimes there are issues with payments.  In order to provide the service we provide, we do require payments to be made and made on time.  In this case it appears that the first payment was not made and in that case we would have very few options to assist our customer.  It also appears that under the circumstances we were trying to avoid harming our customer as best as possible.  I would suggest our customer give us a call at ************ to make sure we are not missing something and go over possible options for them.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21886304
  
  I am rejecting this response because:

  It does not address the fact that I did not receive the 10 day repo letter that would have given me the option to pay the loan off and get the back or at the very least be able to get my personal items. I did call customer service and they were not helpful at all. They could not even locate my loan. I understand that I was late and you had the right to repossess the car but you did not follow the law after you took the car. Your customer service employee told me my car was not repossessedso what was it? If you didnt repossess it and simply took it back then I want my down payment back. Its as simple as that. The way you handled this situation would leave anyone confused and angry. I feel that refunding me my down payment is the least you could do in this situation . 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/25/2024

  Regarding Case #********

  As previously stated our intention was to resolve the unfortunate issue of the first payment default with as little harm to our customer as possible.  Instead of processing this loan as a repossession, we were able to get our *************** to unwind the deal and this saving our customer a negative impact on their credit bureau.  In all fairness this customer had use of the vehicle for approximately three weeks.  As well as the fact we had to arrange a tow and restocking the vehicle again going thru service and detail.  Also considering we could have sold this vehicle during the time this customer had possession of it.  With all of that in account we do not refund down payments.  To the best of our knowledge there were no personal items left in the vehicle.  We feel we treated this customer fair and again would encourage them to contact us if we are missing something.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21886304
  
  I am rejecting this response because:

  I appreciate you not listing it as a repossession on my credit, however the fact remains with either choice, repossession or you canceled the loan, I was not given any written explanation of what was going on. I was not given the option of paying my loan off within 10 days which is GAs repossession law or if your canceled my loan I wasnt notified 10 days in advance of the loan being canceled. Considering the fact you are the owner of the finance co I dont think you had to do a lot of convincing to unwind my loan. I feel like your actions handling this situation is sketchy at best if not flat out illegal. Returning my down payment should be the easiest way to resolve this but if you refuse I will seek legal advice. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/09/2024

  Regarding Case #********

  We feel we have been more than fair in this situation and would like to again remind our customer that they had use of this vehicle for the time they had it.  Also we had expenses in picking up the vehicle as well as re-servicing.  We were also prevented from selling this vehicle to another possible customer due to this situation.  We again would encourage our customer to give us a call at ************ if we are missing something.

  Respectfully,

  Rondis L. Cavender

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21886304
  
  I am rejecting this response because:

  You have failed to address the fact that you did not follow the law regardless of whether or not you feel like you treated me fairly. You never gave me the option to get my car back. Can you please address this issue and how it doesnt apply to this situation?

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

• Initial Complaint

  Date:12/14/2023

  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 2016 **** f150 from Cavender in *********** April 2022 it had 54 k miles ** September it was in the shop and until date at least 6 times for a month each time. This past Friday I received my vehicle and on Sunday it ran hot and is not working and will not start. Two times in almost two years have different managers promised to get me out of vehicle and fail to contact me. I would like to resolve this issue I have been dealing with for 2 years my truck is at 77k miles. I was sold a lemon the dealership has failed to fix and I need a resolution please. I have documents and text messages to corroborate. I would rather speak with someone in detail.

  

  Business Response

  Date: 12/14/2023

  In Regards to Complaint #********

  This complaint does not involve us.  We are Cavender Auto Sales located in ***********, ******* and are not connected to a dealership in ********.  We would appreciate this complaint against ** be removed.

  Respectfully,

  ****** L. Cavender

  Customer Answer

  Date: 12/14/2023

   
  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,
  
  *************************