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:11/12/2022

  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 ***** Odyssey in March 2022 with 8K miles from AMS Vans in ****** **. When I picked up the van it had the following issues:1. Interior rear lights didn't work 2. Rear AC didn't work 3. ******************* would work on and off. I would give us "No audio connection for FM" error and "Network Communication lost" error.The Van was return to the dealer two times, the first time the dealer was able to correct the Interior Lights and Rear AC. However, they were unable to fix the ******************* even after replacing the whole unit. Now I'm having the following issues:1. ******************* is not working 2. Airbag System (SRS) program 3. Heated Seats 4. Dead battery The van will be returned to Southern Van and Mobility on Sunday 11/13 to be repair.However, I have very little confidence that that the van will be fixed.I need help getting this issue resolved. Thanks,*********************** ************

  

  Business Response

  Date: 12/14/2022

  Thank you for bringing this to our attention. We apologize for the inconvenience you have experienced with your ***** Odyssey. Unfortunately, it appears that you have contacted the wrong ******* as we do not have your name, number, and address in our customer database.

  We suggest that you contact the other AMS ******* that bears the same acronym.
  
  Was this vehicle purchased and delivered to your location? Please determine if your records show ************* located in ****** **.
  
  We look forward to resolving this issue.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18396960
  
  I am rejecting this response because:
  
  I purchased the Van from AMS Vans at *****************************************************************
  

  Now I am working with *************** from VMI to try to get the van repaired.  The van is currently at *************************** at *******************************************************.  The van has been there for several weeks to be repaired.

  Im willing to drive the van back to AMS Vans in ****** ** for a refund, to trade in the van for another van, or to fix the van.

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

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

  

  Business Response

  Date: 03/27/2023

  From: ***************************** <******************************************************>
  Sent: Monday, March 27, 2023 2:09 PM
  To: ******************************* <**************************************************>
  Subject: Re: BBB Unanswered Complaint

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   
  

  ****************, 

  We apologize for any inconvenience you may have experienced with your ***** Odyssey. We take pride in providing our customers with high-quality vehicles and exceptional customer service. We're sorry to hear that you're having issues with the infotainment center, airbag system, heated seats, and battery.  

  We have *********************** in our customer database as receiving marketing emails but do not see a purchased vehicle. Can you please determine if you worked with Adaptive Systems or our company AMS Vans, both are located in ******, ** and offer similar accessible vehicles. In addition, please provide the vehicle VIN so we can conduct a more thorough review. Next steps: 

  • Did you buy from Adaptive Systems (adaptivevans.com) or AMS Vans (amsvans.com) 
  • Please provide the 17-digit VIN for the ***** Odyssey 

  Please contact us as soon as possible, and we'll work with you to address the problems and ensure that your van is repaired to your satisfaction. Thank you for your patience and understanding. 

   

   

  *****************************
  Director of Marketing
  T ************** | C **************

  

  ---

  

  Business Response

  Date: 03/27/2023

  ****************, 

  We apologize for any inconvenience you may have experienced with your ***** Odyssey. We take pride in providing our customers with high-quality vehicles and exceptional customer service. We're sorry to hear that you're having issues with the infotainment center, airbag system, heated seats, and battery.  

  We have *********************** in our customer database as receiving marketing emails but do not see a purchased vehicle. Can you please determine if you worked with ******** Systems or our company AMS Vans, both are located in ******, ** and offer similar accessible vehicles. In addition, please provide the vehicle VIN so we can conduct a more thorough review. Next steps: 

  • Did you buy from ******** Systems (adaptivevans.com) or AMS Vans (amsvans.com) 
  • Please provide the 17-digit VIN for the ***** Odyssey 

  Please contact us as soon as possible, and we'll work with you to address the problems and ensure that you have visibility into repair options. Thank you for your patience and understanding.