Complaints
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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: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 ComplaintEXTERNAL 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.
Initial Complaint
Date:10/07/2022
Type: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.
Honestly I am completely saddened with my experience. My daughter who suffered a severe brain injury in March of 2021 was gifted a van paid in full by a foundation . I purchased the van January 7, 2022 in order to help get her to her many weekly appointments . The process of choosing and paying for the van was seamless , however less than a year later I am told by 2 different mechanics that the engine is no good . We were taken advantage of since this vehicle was gifted by this foundation and we were sold a lemon . The van is not operable at all .. I called the person I worked with when purchasing the vehicle ***************** and he connected me with the warranty ***** who stated that they cannot help me . This is devastating as my daughter is missing very important appointments. Im not looking for a handout , however AMS vans should be willing to help being that they sold me a van with a faulty engine . I was quoted over $5000 to fix this issue and just had to take out a **** loan to help me cover the cost . I am a full time care giver to my disabled child and cannot afford this and should not have to pay this when this company is aware they sold me a vehicle with a faulty engine . I have to have this van up and running because my daughter is trach and g tube dependent and has many appointments weekly . What AMS vans did to me is unethical !!!! I should have read these reviews before working with them but would never imagine a company would do this to me . I am simply asking that my **** loan be paid . I have all my paperwork needed however I should not have to pay ANYTHING for an engine on a vehicle Ive had for 8 months !!!Business Response
Date: 10/11/2022
I am sorry to hear that you are experiencing issues with your vehicle. Due to the vehicle having over ******* miles when it was purchased in January, there was no extended warranty available on the vehicle. The van went through our inspection process to make sure that the vehicle was mechanically sound, which no issues were found. Unfortunately, these issues can occur with high mileage vehicles at any time,which is the risk that is taken when purchasing a used vehicle. ****************************** can assist you to find another shop to get a second opinion. Please reach out to them at ************.Customer Answer
Date: 10/11/2022
Complaint: 18180679
I am rejecting this response because: ************ knew the van had ******* miles on it when they accepted the check from ************************** for ****** . The salesman was fully aware of my situation and took advantage of me needing a vehicle to get my daughter around . I have taken my van to 2 different auto body shops and the engine is bad which they knew before selling it. Offering me a 3rd opinion is not satisfactory. The engine is costing me over $4600 all Im asking for is atleast to cover half the cost knowing what they did to me and leaving my VERY medically fragile child without transportation to LIFE OR DEATH appointments!!!!
Sincerely,
*********************Initial Complaint
Date:08/18/2022
Type: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 paid for a van in june and it has not been delivered yet. It has been one lie/excuse after another and i am going to see an attorney. The company does not follow up. They say they will be o. Touch shortly but never does.Business Response
Date: 09/02/2022
We apologize for any delays, our used vehicles go through a thorough reconditioning process. During that process, there are times that we have to wait on a third party to send us parts or materials.
We hope that you are enjoying your vehicle. Please feel free to contact me with feedback on your experience at ***************************.
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