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:04/08/2025

  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.

  I financed a vehicle February 12, 2024
  I paid a $1000 down payment
  The business ran my credit and found a car that qualified for my credit. I went on the test drive and he told me how the car is going to the *** **** or the shop for the check engine light for new parts and a new horn. CarWise held the car for two weeks after signing the loan. When to go pick it up at CarWise, i took the car anyway, because the guy said that I already bought the car and that it was my car now and is on my credit. I had looked and the check engine light was still on after leaving the dealership. The dealership keeps lying to me and won’t fix my car. I had to put new brake pads on and new rotors because they were already really bad. The car costed me $11,000 just for the interest rate and I’m spending hundreds of dollars on parts. they never showed me any paperwork or gave me my interest rate. Nobody will help me from other resources. The dealership also had a 30 day moneyback guarantee, but they would not let me return the car. The dealership gave me a fake warranty to take to Kia, which paper said horn is good, which makes no sense cause Kia don’t even know anything about fixing our parts. The warranty is for original owners. they never gave any loaner vehicles like they said they would.

  Business Response

  Date: 04/15/2025

  Dear Ms. ***,
  
  Thank you for reaching out and bringing your concerns to our
  attention. We value your feedback and take all customer experiences seriously.
  
  According to our records, at the time of sale, a "We
  Owe" agreement was issued to address the horn issue. An appointment was
  scheduled for you to have the horn inspected and repaired at Kia, and we
  followed up with a series of text message reminders regarding this appointment.
  Unfortunately, we did not receive a response from you and were unable to
  confirm if the vehicle was brought in for service.
  
  Regarding your current concerns with the vehicle, we
  understand there are timing chain issues, which arose 15,000 miles after the
  purchase. These issues are unrelated to the horn and fall outside the scope of
  the 500-mile Powertrain Warranty provided by Illinois law. At this point, the
  responsibility for repairs would fall on the vehicle owner.
  
  That said, we want to assist in any way we can. We would be
  happy to schedule a service appointment with our Service Manager, *******, to
  inspect the vehicle and determine if we can offer any goodwill assistance with
  the repair. Please contact us directly at your earliest convenience to arrange
  this. Also, as previously stated we would be happy to again provide copies of any paperwork related to the transaction.  
  
  We regret any inconvenience you’ve experienced and
  appreciate the opportunity to help resolve your concerns.
  
  Sincerely,
  
  Car Wise Peoria

• Initial Complaint

  Date:03/20/2025

  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.

  Purchased a vehicle 3/14/2025 and on 03/18/2025 the check engine light appeared on the vehicle. I took it in to get checked per *******, she'd put it on the computer to check. She then told me that it was mis firing, and a coil wasn't responding. She set up for her crew to pick it up from my job the next morning, they did and was supposed to pick me up by 3 and failed too. When I spoke with her, she stated that it was doing the same thing. She said they tried cleaning the coil but hadn't done anything else and was just going to order an engine. Then tells me she doesn't have a loaner to give me until Tuesday. I informed her that I needed a vehicle, and I had plans that can't be canceled w/o me being charged. I asked would they pay for a rental and **** the manager told me my insurance probably would. I don't know if they knew of the issue beforehand or not but to tell me you can't do anything for me is ludicrous as I haven't even had the vehicle a week then tell me my insurance might pay for a rental. I shouldn't have to go to my insurance to rectify anything when you're telling me I need an engine, and I just got this car from you guys left me at work for over an hour and didn't care that I had to get my child. The customer service I received was horrible compared to when I was purchasing the vehicle. I asked for the information in writing that I was being told and was told I couldn't get it until the next morning, I still haven't received that by the way and as I type it is 11:34A.M. I would like this issue to be rectified ASAP or they can take the vehicle back as well this isn't right and if it was put on a computer there's no way the issues weren't known.

  Business Response

  Date: 03/30/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We truly understand how frustrating and inconvenient this situation has been for you, and we sincerely apologize for any stress it has caused.
  
  When the issue with your vehicle was identified, we acted quickly to assess the problem and determined that replacing the engine was the best course of action. While we did offer a loaner vehicle, unfortunately, it was unavailable at the time. We also attempted to secure a rental for you from two local rental providers, but they did not have vehicles available. We recognize that this was not an ideal situation and appreciate your patience as we worked through it.
  
  Please know that we covered the full cost of the engine replacement to ensure your vehicle is in the best possible condition. We strive to provide excellent customer service, and while this experience was not what we would have wanted for you, we value your feedback and will use it to improve our processes moving forward.
  
  If there’s anything else we can do to address your concerns, please don’t hesitate to reach out. We appreciate your business and want to make sure you are satisfied with your vehicle.
  
  Best regards,

  Customer Answer

  Date: 03/30/2025

  Although I did finally receive a vehicle. The loaner that was given to me was a 2006 Honda that sounded like it would give out at the nearest corner. It was nasty, dirty, and smelled. Even though I finally got a vehicle suitable I had to purchase a vehicle to rent myself the weekend prior because I had a trip planned that couldn’t be canceled because I’d still be charged for the room. So I had to pay for a rental when I shouldn’t have had to do that because I was sold a vehicle that apparently needed a new engine. Not only that although **** finally rectified and got me a rental the following week I still had to purchase one and shouldn’t have had too. Also the customer service should have been a lot better. I always have to call to see what is going on and I should be updated without having to do so. The rental company said they were asked about a vehicle the week before but no one ever followed up with them. So I very well could have received a vehicle the week prior when I was to use my insurance. That should be reimbursed due to me having to get it on my own because that loaner wouldn’t have gotten me anywhere.

• Initial Complaint

  Date:03/11/2025

  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.

  CareWise stated that they would give me $200 because I won a spin the wheel game. I haven't received it yet and they have been rude and ignoring me ever since.

  Business Response

  Date: 03/19/2025

  Dear Ms. ********,
  
  Thank you for bringing this matter to our attention. After reviewing our records, we found that a request for your referral check was made on February 12th, and it was ready for pickup on February 14th.
  
  We don’t have any records of attempted contact to our general phone numbers after the 12th. However, we did switch phone systems toward the end of February, which may have contributed to any difficulty in reaching us. Additionally, our records show that the check was picked up on March 12th.
  
  We apologize for any frustration this situation may have caused and appreciate your feedback, as it helps us improve our processes. We value your referrals and hope to continue our relationship moving forward. Please don’t hesitate to reach out if there’s anything else we can assist with.
  
  Best regards,

  CarWise Peoria

  Customer Answer

  Date: 03/19/2025

  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.

• Initial Complaint

  Date:11/04/2024

  Type:Billing 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.

  In 2019, I purchased a 2016 Toyota Corolla, VIN # *****************, from Car Wise (Elite Motors) in Peoria, Il. I recently refinanced the vehicle through *** ********* ********* ****. When I purchased the vehicle from Car Wise, I also purchased GAP coverage from ****. Since there was still 22 months left on the loan, I would have been due a refund for those 22 months for the GAP coverage. I called Car Wise several times in October and left messages but no one returned my call. Finally, on 10-28-24, I spoke with the manager, **. When I explained why I was calling, he said he didn't work there in 2019 and didn't know anything about it. He finally pulled up a contract with my name and my daughter's since she was co-signer. The amounts were incorrect and he stated I didn't purchase the GAP coverage. I told him I would call ******** ********** and **** and get back with him. All he did was give me the run around.
  
  I then called ******** ********** the same day and the contract they had did show I purchased the GAP coverage in the amount of $1000, which of course, was included in the loan. I asked them to send this information to me, which they did, and it is attached. I also called **** on 10-28-24 and again today 11-4-24 and they indicated they received no contract or the $1000. It looks like to me this is deceptive practice on Car Wise. What would have happened had I had an accident? No coverage? This is unacceptable.
  
  I am asking that I be reimbursed the $1000 since it was included in the original loan, but coverage was never applied. The loan is paid off and I feel I am due this refund.
  
  Also, I do not wish to speak to the manger, **, as he was saying anything to try to get out of giving me any sort of refund. I would expect this to be resolved quickly and my refund be sent quickly. If this can't be resolved through the BBB, I will contact the Attorney General's Consumer Division Office.
  
  Thank you,
  
  ****** ******

  Customer Answer

  Date: 11/07/2024

  I received a call today from Elite Motors.  They were only wanting to give me a pro rated amount.  I explained to him that I'm owed the total $1000 since the contract and the $1000 that was included in my loan. Was never sent to **** for tha gap coverage.  I also told him an original copy of the contract was sent to them when I filed this claim.  I will not accept anything but the $1000 since it was paid in my loan and never received the coverage.  He said he would check with **** and get back with me tomorrow.   Also my email address was deleted from my account with you and I can't get into my account. My email is ********************. thank you.

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

  Customer Answer

  Date: 11/08/2024

  I wanted to let you know that today, November 8, 2024, I received a check from Car Wise (Elite Motors), via ***, in the amount of $1000, which is what was due me.  I spoke with the General Manager out of Chicago area and was very professional and kind and I thanked him for getting this taken care of quickly.   He asked if my complaint could be removed from your site and and I told him I would see if that could be done.

  Thank you for your help in this matter as it has been resolved.

  ****** ****** 

  Business Response

  Date: 11/10/2024

  Dear Ms. ******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration you experienced in addressing your GAP coverage refund.
  
  After a thorough review of your account and contract details, we have processed a full refund for the GAP coverage amount of $1,000. We hope this resolution meets your expectations and demonstrates our commitment to addressing your concerns promptly.
  
  If there’s anything further we can assist you with, please don’t hesitate to reach out. Thank you for your patience, and we apologize again for the inconvenience.
  
  Best regards

  Customer Answer

  Date: 11/10/2024

  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.

• Initial Complaint

  Date:10/29/2024

  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.

  I bought a car a little over a month ago at Carwise in Peoria from the moment that I got it there were issues the first day within a few days. It had to have four brand new tires within the first week. It was acting weird and shifting. funny, I kept calling them and telling them, then the check engine light came on, but by the time I got to the dealership, it was off again then it came on again, which they said was a sensor and that they fixed until later that night when the check engine light came on again. It is so unsafe for me to drive right now , I can’t even get it to go through the intersections. It’s not wanting to go. It’s completely transmission failure. I haven’t even made my first payment on this vehicle yet. I told them in the beginning that there was something wrong with it that they needed to fix it and they kept telling me it wasn’t it wasn’t then I got someone to actually plug it in and tell me there was something wrong with it after they fixed it and they still Said that there was nothing wrong with it. Nothing has been done and I don’t know what to do because I can’t afford to fix this vehicle now that they want payments for completely gotten taken advantage of. I don’t know if it’s because of my disabilities and they saw somebody that was an easy target. That’s what my guess is from the moment that I told them that there was something wrong. They have just kept me running around the block and around the block now this is a safety issue and I don’t know what to do. Please help me.

  Business Response

  Date: 12/02/2024

  
  Thank you for reaching out regarding the concerns raised by ***** ******** about their recent vehicle purchase from Carwise in Peoria. We take all customer concerns seriously and are committed to ensuring that every issue is addressed fairly and transparently. Below is a summary of the situation and the actions taken by our dealership:
  
  
  1. Initial Service Visit in September:
  o The customer brought the vehicle to our service department shortly after purchase, reporting concerns about its performance.
  o Our Service Manager, ******* *****, performed a full diagnostic scan of the vehicle at that time. No error codes or pending codes were detected.
  o Additionally, Melanie test-drove the vehicle with the customer’s boyfriend and observed no performance or safety issues during the test drive.
  2. Customer’s Recent Concerns:
  o The customer has since reported ongoing issues, including transmission failure, electrical malfunctions, and concerns about vehicle safety.
  o While these issues were not present during our initial inspection in September, we are committed to re-evaluating the vehicle to address the customer’s concerns thoroughly.
  3. Scheduled Service Appointment:
  o On November 20, our Sales Manager contacted the customer and scheduled a service appointment for Wednesday, November 27. Unfortunately the customer had to reschedule and the new date is December 4th. 
  o During this appointment, our team will perform another comprehensive diagnostic scan and inspection. We will document the findings with photos or videos and share them with the customer.

  4. Next Steps:
  o Should any issues be identified during this inspection, we will work with the customer to determine the appropriate course of action, in accordance with any applicable warranty or repair agreements.
  We are committed to resolving this matter promptly and ensuring the customer receives the necessary support. Please let us know if additional documentation or information is required.
  
  
  Sincerely,
  
  Carwise Peoria

  
  

  Customer Answer

  Date: 12/16/2024

  Tomorrow they are taking it in and giving it a new transmission, which was correct with the mechanics findings. Unfortunately, they are not willing to do any of the other work that needs to be done on it. There is so much electrical issues it’s not just the transmission. For instance, sometimes the radio when I turn the car on will be blaring and I can’t get any of the buttons to turn it off or turn it down. I literally have to wait for it to go off or I have to just not drive it and that can last for a day or so until it Starts  to finally Go off. That has happened a few times. One of the weirdest Electrical issues is when I’m driving and using my cruise control especially on an interstate and I use my left turn signal to go around somebody. It turns off my cruise control. The turn signals are out of whack. They blink really really fast and then they go really really slow. They’re not going out. They just are different and not working correctly. The lights on the dashboard are constantly coming on whether it’s a tire light or the airbag light along with this check engine light and the other light that’s on right now at this moment. I just feel like if they were gonna fix the car if they would fix everything that was wrong with it it is not electrically running correctly. They also didn’t even offer me a loaner car, which makes it very difficult for me because I’m a disabled single woman who has nobody so being without a vehicle is detrimental to me. I just wanted to see if there was anything else that I can do to get them to fix everything. I should not be driving down the interstate going 70 mph and when I have to go around somebody use my turn signal and it turns off my cruise control. Sometimes the other buttons will start working other things that it’s not supposed to work. There are many times during the week that I have to reset all my presets in my clock because for some reason during the night while I’ve turned it off it resets itself and then it’s back to factory when I get back in it in the morning there’s something not right and I just don’t want one thing to get fixed when I’ve told them that this whole car was a piece of crap And now they’re just gonna do the transmission and get away with leaving the rest of the problems with me, which are the most expensive ones because they’re Electronic. I think you guys for helping me get them to at least give me my transmission. I just still don’t feel comfortable paying for a vehicle that isn’t 100%. 

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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 2018 BMW X5 from *** **** in Peoria on Sept 6, 2024. We live almost 4 hours away so all of my communication prior to purchase was via text and phone with our salesman, *****.
  I asked ***** to send me a Bill of Sale to show my bank so I could go forward with getting financing. When he sent it over there was a charge for "VIN Etch" for $379. I asked ***** about the charge and he confirmed that it was something that was already done and could not be removed. He told me it was also something that helped lower insurance.
  We drove up to buy the car, drove it home that night and the next morning I was looking the car over and noticed that none of the windows had VIN etching done. I text ***** and sent him a photo of the area where the etching is supposed to be done and he apologized that he didn't check more throughly and that he would have the general manager contact to resolve the issue.
  In the past 3 weeks I have been bounced around to several different people that assured me they would help me resolve the issue.
  The last person I spoke to was the General Mgr, ****, who did actually look into it and called the owner to see about getting us a refund since the etching was not done. I sent him photos of all of the windows to verify that the etching was not done.
  After going back and forth I was finally told today that there was nothing that they could do and that they would not be refunding my money.
  The only thing I wanted during this process was for them to make it right and they clearly have no desire to do so.

  Business Response

  Date: 10/08/2024

  Thank you for bringing this matter to our attention, and we apologize for the confusion and the inconvenience this has caused.
  

  After reviewing your file, we discovered that there was indeed a misunderstanding regarding the product. The charge for $379 was for a theft protection package, which was mistakenly communicated as VIN etching. We regret any miscommunication and the subsequent delays in resolving this for you.

  
  We want to assure you that we have processed a full refund for the amount in question. Please allow a few business days for the refund to reflect on your end.
  Your satisfaction is important to us, and we appreciate your patience while we worked through this issue. If you have any further questions or need assistance, feel free to contact us directly.

  
  Thank you for choosing CarWise.

  
  Best regards,

  Customer Answer

  Date: 10/10/2024

  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.

• Initial Complaint

  Date:08/22/2024

  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 bought this car back in 2022 if the car was totaled they were supposed to pay off the remaining amount now my vehicle is totaled and they wont pay it off. this is not fair in any way at all and they need shut down even if they did pay it after this they need shut down horrible company. scam artist 100 percent.

  Business Response

  Date: 09/04/2024

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration you've experienced. We understand how concerning this situation must be.
  
  We have confirmed that you did purchase a GAP Insurance Policy. However, without more specific details, it's difficult for us to determine why the payout hasn't been processed. In some instances, if there is a lapse in the primary insurance coverage or other specific conditions of the policy aren't met, it can affect the payout from the GAP insurance.
  
  We want to assist you in resolving this matter as quickly as possible. Please reach out to our customer service team directly with your policy details and any other relevant information so we can further investigate the issue and work towards a solution.
  
  Your satisfaction is important to us, and we're here to help.

• Initial Complaint

  Date:08/21/2024

  Type:Sales and Advertising 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 June 28th I went to car wise to buy a new car. My previous car I had purchased from them was stolen so I needed a new car. Right way I informed **** that I had a balance of 3874.00 left on the Kia that *********** did not cover . I made it very clear I would need to wrap up or add the existing balance without having an actual trade in because I could not afford 2 car payments. I repeated to him several times that the remaining balance on the KIA would need to be included on any new car loans. He asked who had the title and where the car was. I explained the car was the lot in Lincoln and *********** has the title since they totaled out the car. He seemed understanding that the existing amount needed to be included. After the experience I just had with the car being stolen he was very empathic. I did get approved thru ******* *** for a Ford Escape with the understanding the remaining balance was also included. Even the finance lady who went thru all the paper work with me asked where the KIA was and who had the title. So because of this communication I was led t believe the remaining balance was being paid off. Even my other half who was with me also believed the Kia loan was being taken care of. Approximately 3 weeks after I bought the car Consumer kept calling me about the remaining balance I informed them the car was being paid off. I reached out to *** **** to check why the balance was not paid, I was informed it was being taken care of and to give it about a month. So I waited two more weeks, the loan with Consumer was NOT paid off so I called car wise again. I was told this time they were looking into it and would contact me back. Now 2 weeks later THEY never called me back. Therefor the other loan holder contacted car wise and found out it was a miscommunication and car wise was NOT pay off my car. This is deceptive practice and FRAUD. Car Wise should cover the balance since this is what was stated and intended.

  Business Response

  Date: 08/21/2024

  Dear Mrs. ******,

  
  Thank you for reaching out to us regarding your recent experience at *** ****. We appreciate your business and the trust you've placed in us, and we genuinely regret any confusion or frustration you have experienced.
  After thoroughly reviewing all sales documents related to your purchase, we were unable to find any mention of a trade-in or a payoff to a lender for an outstanding balance on your previous vehicle. Our records indicate that the transaction was conducted solely for the purchase of the Ford Escape, without any reference to including the remaining balance on your previous vehicle.

  
  We understand that this situation is distressing, especially after the unfortunate circumstances surrounding your previous vehicle. However, it's important to clarify that we are not involved in the management of insurance payouts or the handling of existing loan balances unless they are explicitly included as part of the sales agreement. Legally, any trade payoff and the lender to whom it is directed must be clearly documented in the Bill of Sale, which was not the case here.

  
  While we empathize with your situation, we are unable to adjust the terms of the sale retroactively. However, we encourage you to explore the possibility of refinancing your current loan to include the outstanding balance on your previous vehicle. Although we are not a lender and cannot assist with refinancing directly, this may be a viable option for you.
  We apologize for any miscommunication and for any inconvenience this has caused. If there is anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out to us.
  Thank you again for your understanding.
  Sincerely,
  
  Car Wise

  Customer Answer

  Date: 08/26/2024

   I am rejecting this response because more than one *** **** employee was aware and stated they had a complete understanding that I needed to include the balance of $3800. I made this clear upon working with ****. The finance lady who assisted even understood. This is deceptive practice. 
  
  
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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 11/07/23 I went to CarWise to co sign for a now former friend to buy a vehicle. Her credit was so bad that I obtained the loan solely in my name with the stipulation that she would refinance, with a different co signer, in 9 months, after making payments on the loan and building her credit. The agent **** ***** falsely stated that her payments would build her credit. They were not being reported that she was the one making the payments thus her credit remained untouched. I am now stuck with an unwanted vehicle. When I went to refinance myself on 2/09/24, because the financial institution they chose was charging an extreme interest rate (The cost would have been doubled upon completion of the loan), I was informed that CarWise charged far more the what the car was worth. Roughly 1.5 times the value. I was nearly unable to refinance because of this, thus I would have been stuck paying an extreme and unfair amount. On 5/20/24 I attempted to trade vehicle in toward the purchase of another to escape this predicament once and for all and was unable because of the jacked up price. The dealership would not buy it for more than it was worth. Thus I am stuck with a vehicle that I did not want because of CarWise’s dishonesty in claiming the former friend’s credit rating increase and I can not get rid of the vehicle because of their deceitful practice of charging more the vehicle’s fair value.

  Business Response

  Date: 08/22/2024

  Dear Mr. *******,
  
  Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be for you, and we regret that you feel dissatisfied with your purchase and the terms of your loan.
  
  At CarWise, we strive to ensure that every transaction is transparent and that all terms are fully disclosed to our customers. While we are not a lender, our role is to present the financing options available to you based on your credit profile and the vehicle's value. The terms of the loan are determined by the financial institution, not by CarWise.
  
  Regarding the issue of credit reporting, it is important to note that only the individual(s) listed on the loan can have their credit impacted by the payment activity. Unfortunately, we cannot extend credit-building benefits to third parties who are not part of the loan agreement.
  
  As for the vehicle's value, lenders often base their loan approvals on the trade value of a vehicle, which can be more conservative than the retail value. The pricing of the vehicle and the loan amount offered were within the parameters set by the bank. We understand your concerns about depreciation, but this is a standard occurrence with all vehicles and is beyond our control.
  
  We are truly sorry that you are unhappy with the current situation. We aim to make every transaction as clear and satisfactory as possible, and we are here to discuss any further questions or concerns you might have.
  
  Sincerely,
  CarWise
  
  

  Customer Answer

  Date: 08/23/2024

   I am rejecting this response because:
  
  While the situation of the third involved  the gettin the credit building benefits is not something that is fact, multiple employees however informed me that it was. Thus they lied. When I talked to someone at the company about it I was told that they need to stop doing that. Meaning that my case is not the only one. 
  

  With the issue of the bank offering a high rate based on my credit. I was able to obtain a much lower rate by refinancing only three months later. 
  

  They did not mention the extreme mark up of the vehicle at all, only depreciation, which was not the issue. Thus not owning up to essentially fleecing me for more than the car was worth.
  

  Plus another matter since my reporting that has occurred is that the vehicle was defective. The brakes were going out the cost of repair were beyond my expenses. I had the sell the car. While I cannot say for certain that they knew this, judging by the other minor defects the vehicle had since purchase I think I can safely assume that they knowing sold me a vehicle that was broken. 

  Business Response

  Date: 09/04/2024

  Thank you for bringing your concerns to our attention. We apologize for any frustration or inconvenience you’ve experienced and appreciate the opportunity to address these matters.

   

  Interest Rate Concern:
  We're glad to hear that you were able to secure a better rate through refinancing. However, we want to clarify that the interest rates we offer are based on current market conditions and individual credit profiles at the time of purchase. Rates can fluctuate, and while we aim to offer competitive financing, we're pleased you found a solution that works better for you.
  
  Vehicle Pricing and Markup:
  We understand your concerns about the vehicle's price. To clarify, the purchase price of $15,500 was aligned with the Black Book retail values at the time, with the retail value for an extra clean vehicle at $17,650, clean at $16,625, and average at $14,975. We strive to price our vehicles fairly based on these industry standards.
  
  Vehicle Condition and Brake Issue:
  Regarding the brakes, we have reviewed our records and confirmed that they were within recommended safety parameters at the time of sale. We take vehicle safety seriously, and we’re sorry to hear about the issues you experienced. We wish you had contacted us when you first noticed these problems so we could have addressed them immediately.
  
  We value your feedback and are committed to improving our services. If you have any further concerns or need additional assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:04/02/2024

  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.

  Hi, my name is **** ****. I have been to 4 different lawyers, and they said to notify you so here I am. I hope you can help us. I don't know what else to do, my son and I bought a Grand Cherokee Jeep from Carwise Peoria on 4/4/23. We put 1500$ down and made one payment and the check engine light came on, so about week 6. I signed a warranty for 3 years and engine, transmission. and drive train. When i went to the dealership they said to take it to **** **** and have them check it so i did. before I have it looked at the manager says are you sure what warranty you have, and I said yes and tell him. he said people come in here all the time thinking they have one warranty, and they have a different one. When he checked mine, it said I had a totally different warranty. I know what I signed, and I would never signed a 23,000$ loan for no engine and transmission warranty. The warranty people said to take it to a jeep dealer, so I did. I couldn't get in right away, so I had to wait 2 weeks. When I took it there, I had to pay for the diagnostic out of pocket 358$ and they told me my engine needed 17,000$ worth of work. No warranty to cover it and that someone had poured stop leak in it, be it the people who traded it in or the dealer. These people are running warranty scams on people. I know there is more out there when the **** **** manager said what he did. This has ruined my credit; I have lost job and my apartment because of this business. I went and talked to the head Maintenace manager ****** and showed him the list and he said they would figure something out and went in back and came back out and said it would take them I bit to hear from the main office. I told him get ahold of me and left and he never called I called him, and he acted like he didn't know what I was talking about and then would not take my calls at all. These people are scamming people. Please help us, I don't know where else to turn. Thank you ****.

  Business Response

  Date: 04/08/2024

  This is a regrettable situation with Ms. **** and Mr. ******. 

  As we understand it, the diesel motor that failed after purchase and outside the state mandated 15 day / 500 mile powertrain warranty (which applies to catastrophic engine, transmission, transfer case, and differential failure only.) Ms. **** notified us of the problem and we referred her to our sublet shop, **** **** who, upon further inspection, found the motor to have "stop leak" in it. Our company policy is to inspect our vehicles for mechanical issues and address them before sale. There is no way for Car Wise to have known about this chemical introduction to the motor without disassembling the motor, a practice frowned upon until a motor has failed completely. As **** **** is incapable of replacing or re-milling motors, MBPI recommended Ms. **** take the vehicle to an authorized Stellantis (Chrysler, Fiat, Dodge, Jeep, Ram) dealer for further inspection. Neither Car Wise nor Ms. ****** Vehicle Service Contract (VSC) provider (MBPI) pay for diagnostic services without prior authorization. As Ms. **** took the reins on taking the vehicle to the aforementioned service department, all diagnostic costs are the responsibility of the customer. 

  Ms. ****** VSC remains valid for covered items. While unfortunate, there is no way to know who put the stop leak in the engine to begin with. As mentioned above, our company policy prohibits the use of this type of product. 
  

  We have recently opened our own service department and our executive management team has agreed to tow Ms. ****** vehicle in AT OUR EXPENSE to have our factory trained technician further evaluate the condition of the vehicle and motor. We hope to come to a mutually agreeable resolution. We do not make any promises or guarantees as to what the outcome will be, but we will take every step necessary to resolve this matter. Our general manager, ****, has reached out to Ms. **** and informed her of our intentions of bringing the vehicle in to our newly opened and tooled shop. Again, we are certain we will be able to find a solution that works for everyone. 

  It is our understanding that Ms. **** has stopped paying the note on her vehicle, a regrettable situation between her lender and herself. We are not liable for missed payments, regardless of the reason. We will not entertain any further conversation regarding the missed payments and pending repossession. 

  Customer Answer

  Date: 04/16/2024

  They have decided to work with me they said. They said that they would fix my Jeep. I am going to work with them and will keep you updated how it goes. Thank you so much for helping me get this taken care of you have no idea how much this means to me and my son. Again, Thank you ****.

  Customer Answer

  Date: 04/16/2024

  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. I will keep in contact to be sure they do what they are supposed to Thank you so much for your help.