ComplaintsforGrote Automotive Elkhart

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership financing/contract

  

  Business response

  03/20/2024

  We sold *************** a vehicle and unfortunately her financing fell through. We had to re-process the vehicle through the detailed department and service inspection per company policy prior to refunding any money because there were miles put on the vehicle. We are reaching out to the *************** to return her the down payment of $1000 as of 3.20.2024

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I bought a car from Grote Automotive on January 13th, 2024. The next morning it broke down and wouldnt start. we have since had intermittent starting issue, have been belittled and yelled at by management and refused further help, even being within our warranty. They offered help in order for me to take an online review down, then once I removed it treated us horribly, didnt follow through. They lied on financing documents to get us approved and we didnt know until after and we are stuck with a car that has issues since the first day.

  

  Business response

  02/26/2024

  On January 14th, 2024 the General Sales Manager received a call at 1 in the morning from the customers stating the vehicle had broke down. We coordinated and got the vehicle in to a service center to determine the issue. It was discovered that it wouldnt start due to subzero temperatures, as the service center got the car jump started and did a full inspection on the vehicle. Despite this, we still replaced the battery. The customers later complained that the issues still persisted, the service center again replaced the battery and the started, and did another inspection on the vehicle. The customers stated that in transport, the tow truck scratched the vehicle. We had the scratch repaired. The customers also stated that they wanted 4 new tires on the vehicle, as they werent all the same, which we did. The customers requested the vehicle be taken to the ****** dealership to be checked for any recalls, which we coordinated and completed. After this, the customers requested another inspection of the vehicle. We declined to complete a fourth inspection on this vehicle. The customers had the General Sales Manager and Sales Managers personal cell phone numbers and did not hesitate to call outside of business hours, of which all calls were answered. The company did not lie on any financing documents. All information submitted was the information given to the sales person from the customers. Customers have the vehicle and have had no since issues. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 29, 2023 my wife went to Grote Automotive-Elkhart to buy us a truck. After a bunch of hoops were jumped, we finally got approved for a 2016 Dodge Ram ****. After a test drive and a deposit was made, they let her take it home. Yesterday, January 8, ****, at day 9, it just wouldn't start all of a sudden. When they weren't willing to rectify the situation, my wife told them to come get it and refund our money. They tried to tell her the tow would come out of the deposit. She refused, stating mechanical issues at day 9 is not our problem, it's theirs. Then they told her they don't have to refund the deposit at all. They said they were sending a tow truck. My wife has disputed the transaction with our bank. I am filing this complaint to make everyone aware of their shady business practices, and would like a refund. The dispute may go nowhere. We need a truck, and now we are out one because it wouldn't start anymore. We need the deposit back so we can use it to try to get another truck, since they never even offered to try to find us a working one.

  

  Business response

  01/22/2024

  We have successfully retrieved the truck and resolved the issue by replacing the battery. The customer has requested a refund, which we are prepared to process. However, they have initiated a dispute with their bank regarding the card charges. We have communicated our willingness to issue a refund, contingent upon the cancellation of their bank dispute. The customer indicated they would withdraw the dispute and mentioned that a bank representative would contact us for confirmation, but we have not received any communication from the bank. Despite our requests for written confirmation or an email regarding the dispute's cancellation, or even a contact number for someone at the bank, we have not received any such information. Under these circumstances, we are unable to proceed with the refund while the dispute is active. We will promptly issue the refund once we receive official confirmation of the dispute's cancellation.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Elkhart location purchased a car but had a noise in backend so I was told it would be fixed before i take it that it was new to lot so mechanics had not looked at it yet! ****** sales rep heard the noise as well on test drive. They call me almost a week later its ready! So I find ride there which is an hour away! Im told by ****** and the finance guy that the noise is still there but they found nothing wrong and so they put lubricants in there and the noise should dissipate as I drive it! So I said so I take it to mechanic where I live? Finance *** says yes and we will take care of payment wherever I go! Then I tell ****** so Im just driving this away and if I get in an accident its ok? So after driving home this vehicle was wobbly and jerked around at high speeds I called and I was told to bring it back to the same guy who couldnt find anything wrong to begin with! I told them I wasnt driving it again that far so they would come get it and get me a rental! I never asked for rental! Now after paying deposit for rental and having to find ride 30 minutes to get it they say car is fixed come get it! It was the shocks! No apologies and I want my down payment back! Not to mention the sales rep used my personal number to send an inappropriate text! I want my money back

  

  Business response

  12/18/2023

  This customer purchased a vehicle and after a day had an issue with it. She picked it up from the mechanic shop but the shop did not complete the entire repair. The customer was concerned and we took the car back to the shop. In the meantime, the customer was put in a rental car while we had her car fixed. The customer ultimately did not want the vehicle and we agreed to take the car back and unwind the deal. We told the customer the down payment would be refunded as soon as the rental car was returned to the rental company. We spoke with the customer 12/15/23 and initiated the refund of down payment as the rental car has been returned.. The customer is happy she received the refund and the car deal was unwound... 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought vehicle from grote drove down the road truck broke down wont refund my money or give me back my trade. Not even had 1 day with vehicle I just want my trade back and a refund

  

  Business response

  08/25/2023

  The customer purchased a truck from *******************************************. He brought the truck back the next day as he had buyers remorse and also stated insurance would be to much for the truck. The customer had put money down on a debit card and has disputed the charge and Grote is not contesting this dispute as we took the truck back and returned him his trade in vehicle ***** Explorer). Once a customer disputes a charge ******************** cannot refund any amount because if the dispute goes though Grote would be out double the money. 

  Customer response

  09/01/2023

   I am rejecting this response because:
  
  From: ***************************** <*********************> 
  Sent: Friday, September 1, 2023 1:43 PM
  To: Info@ mailbox <***********************************************>
  Subject: Response Id ********
  
  I dont have buyers remorse the truck was a lemon. Drove it to auto one they check it bad oil pump and transmission. Took truck to a certified ***** dealer and they aggreed. I had to pay for a tow from Michigan to take car back to lot. No truck with that low miles should have engine and transmission problems. They also did not disclose that the truck has been in an accident. They gave me a hard time about giving me back my trade they held my trade hostage and were ready to sell it. Next day I went back and asked for my trade and money that I put down to go else where. They stated I signed a contract and that they cant unwind the deal. I later on got called from the bank to be told my loan was denied so they finally offered my vehicle back after my bank was going to do a voluntary repo to help secure there collateral.  
  

  
  

  
  

  Customer response

  09/20/2023

   I am rejecting this response because:
  
  My bank has been trying to contact the business to close the dispute but grote will not answer or keeps hanging up on the bank 
  

  

  Business response

  09/20/2023

  Please have customer reach out to *******************************, District Manager ************

  Customer response

  09/26/2023

   I am rejecting this response because:
  
  

  I have reached out to dealership they keep telling the bbb that they will refund my **** down payment for a vehicle I never got. I call the dealer and they refuse to refund me my **** saying it was a deposit didnt know they kept the deposit if I was never approved my any lender for the vehicle that was returned the next day for sever mechanical problems. Thats why they wont even answer my bank that keeps calling for the refund that Grote has already told the BBb that they will refund if my bank closed the dispute. 

  

  Business response

  09/26/2023

  *************** disputed his $1000 debit charge. Grote Automotive allowed the dispute to go through. I have attached documents to show **************** has indeed received his $1000. At this time Grote Automotive has no additional ties to customer. 

  Customer response

  10/03/2023

   I am rejecting this response because:
  
  

  Grote has not refunded any money to me I will act bank statements they are providing false information and my **************** rep has not seen any transaction as they claim. Proof I have received anything from grote .I just called them last week and they are still refusing to refund my money. They told my bank and the bbb that they refunded my money and theres the proof. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from ***** in October 2022 to 2 days after buying my vehicle the service engine soon light came on. I took it to the dealer who took it to a mechanic who said that they couldnt find anything wrong with it. I took it back over the course of three separate times over three months it did wind up needing new cams new headers oil, pan thermostat three months later it started to overheat for no reason took it back to the ********* was taken in for service. I was told that it was just a clamp that was loose. Two weeks later my jeep is still continuing to leak, fluids, overheat, and the dealer pretty much said that it was my problem, and I had to worry about it myself that I had to take responsibility for a vehicle that they have no service seven separate times without fixing the problem

  

  Business response

  08/18/2023

  We have referred ****************** to the local shop we use every time she has brought an issue to our attend.. The warranty does run out after 3 months or ***** miles from purchase.  We would be more than willing to get her our discount on any issues she is having or explore trading her out of the vehicle.. If ****************** would like to act on any of these solutions please have her reach out to me directly... 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Buick encore from Grote Automotive on April 29th 2023. On May 12th 2023 (13 days) after purchasing the vehicle the engine light came on, it wont stay started, squealing and the car will not take off it is jerking. I brought it to a Mechanic and itll be about $600 for the repair. I brought it to Grote May 15th and they basically said your car now your problem I asked them to either buy the car back or fix the problem and they will not help me fix the car or cover the cost of the repair. I want Grote to buy the vehicle back or have a mechanic fix my vehicle.

  

  Business response

  05/30/2023

  Grote Automotive has already purchased this vehicle back from customer. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 02/23/2023 I purchased a 2019 ************** from Grote Automotive in Elkhart, IN as a dire need after having just been involved in an accident two days earlier. I told the salesperson my situation and that I needed to keep the payments under $400 preferably lower due to costs from the accident and my particular finances. Eventually I was shown a paper that had $197 for payments listed and the price of the vehicle $25,000 (which I later found out the car is only worth $15,000 by two other dealerships). We finished up all of the paperwork and several days later I received my first bill in the mail for the car. It had my payments listed as $778, so I contacted the dealer. They stated that the $197 was a payment figure per week and not per month and that they also did not have any return policy. At no time did they walk me through the paperwork other than telling me where to sign and they never once said that they were figuring the payments for weekly. Who in their right mind figures payments on a weekly plan? Of course I assumed it was monthly because that's how the rest of the world works. Now I have a car with payments I absolutely cannot afford, no return/buyer's remorse policy with the dealer and a loan for $10,000 more than the vehicle is worth so now I can't even trade it. I was taken advantage of by the dealer and now I'm in over my head with a large payment. Account# ********* Lot# ****

  

  Business response

  03/21/2023

  To whom it may concern,
  
  *************** did purchase a vehicle from Grote Elkhart the payments he agreed to are listed on the retail contract that he signed. The Retail Contract clearly states monthly payment in its full amount. He was extremely informed during his signing process and knew all the terms and conditions. Our goal is to provide the utmost service to each and every consumer that we encounter. We hope this answers the current complaint.  Please let us know if you need any more information

  Customer response

  03/22/2023

   I am rejecting this response because:
  
  I most certainly was not "extremely informed" about payment frequency nor did the salesperson ever once tell me anything regarding the payments listed in the contract.  I was completely unaware of the the payment price being $778 instead of the $197 that I was told I would have by the salesperson before signing any documents.  I was in a dire situation and had repeatedly told the salesperson that I could not afford any payments higher than $400 per month.  Knowing that I could not afford a high payment, why would I have willingly agreed to these payments?  This is completely absurd that someone who was in a desperate situation was taken advantage without any remorse.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a vehicle from Grote Automotive and i had told them i would put $500 down and i had came down with being sick and had to pay to be seen by a doctor to get better and plus i was short on my paychecks and on 1/13/23 they withdrawn the 500 dollars with out 500 in my bank account causing my account to get overdrawn and now with the account being overdrawn i can't pay bills that are due. I had contacted them and they will not refund me the money after stating that they overdrawn my account it seems they don't care and still took the money anyway.

  

  Business response

  04/21/2023

  In regards to ********. 

  The dollar amount in question was owed to the dealership from the customer through a signed agreement and contract that both parties signed agreeing the money would be paid on this date. At no time did the customer reach out to the dealership with any of the said issues before the amount owed was withdrawn.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to buy a car from grote automotive on 10/04/22 They told me they could set me up with a creditor and i provided everything they needed. There were a few problems with the car that i had initially picked out to buy. They then found another car. Per stipulation i put full coverage on the car ( 2013 *** ******* and I began a payment plan for down payment. I gave 3/4 of the payment up front. The first payment i went to pay off early they took the car saying my credit could not be accepted due to " employment business confirmation" I am emplaoyed and gave them everything they requested to comfirm so, but hey took the car back. At this point i decided i did not want to do buisness with this company and told then i would like a refund of my down payment. They did send me the refund but have continued to run with credit with at least 20 different companies in the area trying to get me approved . I have called Grote Automotive and asked them to stop sending out requests because i do not wish to do business with them. It is now over a month later and I continue to receive denial letters daily in the mail from creditors. Some companies have repeatedly run my credit and it is ruining my credit in the process. I have attached proof of insurence and some pictures of SOME of the different creditors running my credit for Grote Automotive but i have kept all of them for proof.

  

  Business response

  12/27/2022

  *************** came in looking for a vehicle and agreed to allow us to help him obtain financing. He stated that he worked for his company for many years. He did not state that he was a cash employee. Upon submitting his deal to the bank, they responded that the stubs are fake.  We requested that *************** provided additional stubs and bank statements to coincide with the stubs. During the review of the stubs the pay actually decreased on more recent pay stubs. He also could not provide bank statements that showed the pay deposits. Even with the fraudulent stubs, We gave *************** a full refund for his down payment . ******* Credit was never run past his initial attempt to obtain credit and he is only receiving the letters from the banks that they send out after 30 days of the approval date. This lets the consumer know that there approvals are no longer valid. Thank you 

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