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:09/20/2024

  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.

  I was wondering if you could help me resolve Something with a local business here in town? So I bought a vehicle from Big City Cars on September 6. On September 11th I returned the vehicle to the dealer because the loan got denied by the ****. When I signed the paperwork I put a down payment down of $2,000. After returning the vehicle in the same shape I was denied refund of the down payment. I even emailed the general manager ***** ******* about it and have yet to hear back. In the email I told him that I would understand if I only got $1500 dollars back in order to pay for anything on their end that may have needed done (paperwork, taking the car off the site, etc). Am I entitled to any sort of refund on this? If so, could you help me out with this? I uploaded pictures of the paperwork and also some of the pictures that they posted of the vehicle the day after I returned it. They had already posted it back up for sale no less than 24 hours after I returned it. The pictures have dates and times from my laptop and the vin number to match the one in my paperwork.

  

  Business Response

  Date: 09/30/2024

  ******

  We sincerely apologize for the delay in responding and any frustration this situation may have caused. It seems that **** did not see your original email, and we truly regret the oversight. Typically, when a partial payment is given at the time of sale, it is considered non-refundable, which is why a refund was initially denied. However, after reviewing your situation, we have issued a full refund of $2,000.  We appreciate your patience and understanding in resolving this matter, and we hope to have the opportunity to provide you with a better experience in the future. If you have any further questions or concerns, please dont hesitate to reach out to us at **************.  Thank you.

   

  Customer Answer

  Date: 09/30/2024

   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 want to say thank you so much for your help and everyones cooperation in this. Im sorry for Big City for this whole situation but thank you to them for understanding and being so cooperative. 

  
  

  Thank you.

• Initial Complaint

  Date:09/10/2024

  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.

  Brought my 2019 **** Escape for a diagnostic on 8/26/24, I told them I believed it was the drive shaft which after, they told me it was actually the Rear differential. I dropped it off on 9/2/24 and was told it would take up to 3-4 days for repairs. I then waited till (9/6/24) to call about my car since I never received anything from them. They stated that they had to order parts for the drive shaft and needed to repair that as well, which would take an extra 3 days. After not receiving any phone call from the shop i call (9/9/24) to ask for an update to which they said it will either be ready tonight or tomorrow morning. I told them it was okay and awaited to hear back. I received a call at 5:03 same day saying that the vehicle was done. I arrive at 6pm to get my vehicle, then i pay $216 since it was covered on warranty. I then went to sign the invoice and noticed there was no sign that the drive shaft was even repaired on the paperwork. I then of course asked if they repaired it, since that was the reason they kept it for an additional 3 days. Nobody was there to be able to talk to about this issues and the only response i got was they didnt know. Then signed the paperwork thinking I would call to ask the next day to talk to the service desk, then went to my vehicle and drove off. Apon driving it I noticed the vehicle steering wheel was shaky and pulling. Once I get out of the vehicle i notice multiple things from my car was missing. which included airpods, skateboard, knife, fishing pole, and that my belongings in the glove box and center console looked rummaged through. I then go back today (9/10/24) and was told they didnt know. A police report has been filed for this. I also had to get rides back and forth and because im not 21 and cannot get a rental, so the amount i had to pay while my car wasnt even being fixed like stated is ridiculous. I just want my stuff back or the person who stole it fired and a reimbursement for all the extra rides to work.

  

  Business Response

  Date: 09/19/2024

  ******, Thank you for bringing this situation to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your recent service visit.  We have spoken to our service department and thoroughly reviewed our camera system. Unfortunately, we do not know what happened to your personal items, as our team did not take them. While we cannot take responsibility for the missing items, we encourage you to continue working with the authorities regarding the police report you filed. As far as when you picked up your vehicle after our service department had closed for the day on 09/09, please allow us to clarify: our sales department is separate from our service department and does not have detailed information on the repairs performed. Regarding your concerns of transportation during the time your vehicle was at our dealership for service; unfortunately, we do not currently have rental or loaner vehicles available for use during service appointments. Concerning your vehicle repairs, your vehicle was in for warranty work specifically for the rear differential. This work was performed accurately by our team, and therefore the $216 charge under the warranty claim. During the time that your vehicle was in our care, our team did not perform any work on the motor, and therefore had no reason to open the hood. When your vehicle was towed back to our store ultimately for the overheating issue that you experienced, we discovered that a coolant line had failed and that several motor mount bolts were loose. We are currently replacing your engine at no charge to ensure everything is corrected on your vehicle. 
  Again, we truly apologize for any miscommunication and inconvenience. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to reach out. 
  

• Initial Complaint

  Date:02/20/2024

  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.

  Purchased a vehicle from Big City Cars in *******************. I have put less than 4000 miles on this vehicle since my purchase and have already had to have the transmission replaced. Now, one month later, I have the same code coming up. I was told they replaced the transmission at Big City because it would take too long to get into the dealership, but now my warranty has been voided. On top of this, I have been blamed for cold starting my vehicle, which is not the case, and they are pinning all the blame on me when I was sold a lemon. They have made no effort to make things right, have avoided my calls and treated me poorly in person, and just today I was told to go f*** myself when I came in upset that the same issues were continuing after a new transmission was installed. This company has zero understanding of professionalism, nor do they empathize with the customers they have bamboozled. As soon as they were paid, they couldnt care less.

  

  Business Response

  Date: 02/20/2024

  Mr. Henchman purchased a vehicle that is correct. A short time after purchase he started having an issue with the transmission. Big City Cars made the decision  to replace the transmission under our goodwill policy. Big City Cars purchased a brand new transmission from *******************. We installed the brand new transmission and drove the vehicle repeatedly. The unit didn't have any issues after replacing the transmission. A short time later ******************** returned to Big City Cars stating he was having a problem once again. Big City Cars diagnosed the vehicle once a again. We found no codes nor any history codes. We did find that the computer says that the customer was driving at super high RPMs. We sat with the customer and explained we drove the vehicle and found no irregular shifting patterns or stored codes. At this time we concluded that "POSSIBLY" he may be driving aggressive and transmissions require a break in period. ******************** was advised to take the unit to ******************* to have the transmission reprogrammed as this was the only logical conclusion we could come up with. Sometime had passed and ******************** returned to our dealership with a belligerent scrappy fellow. The third party walked into the service depart raising his voice and acting a fool. 

  We called the customer back after words were exchanged and ******************** left the dealership. When leaving the dealership Mr ******** and his friend drove around the building screaming "GO F*** YOURSELF". Once ******************** and his comrade left the dealership i personally called him and obviously he wouldnt answer the phone, Instead i received a return phone call from the third party. At the end of the day we asked what we could to help him. The only resolution to the consumer was a new car and that isn't going to happen. He can trade the car in if he likes however this may require some cash down as he has negative equity. ******************** states his warranty is void and that isn't the case. 

  If Mr. ******** in fact is having transmission issues i would be happy to assist with this.  I will NOT communicate or work with his third party. Simply put if your having troubles I'm here to help. If you want assistance please give me a call and lets get you taken care of. The resolution is, let us help you and make sure your transmission is working according the manufacturer specifications and as designed.  

   

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

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service 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 car 8/31/22; 2021 ***** Equinox with approximately ****** miles and still under factory warranty.Was led to believe that we were second owners, first owner being an elderly couple that didnt need to drive the vehicle anymore. Was happy with my purchase at that time. February 2023 noticed rust on the front driver side wheel well and this continued to get worse. Made an appointment on April 21, 2023 with *************** to address the rust and was pushed out until June 12, 2023 due to their schedule and loaner car.Took the car to the Chevrolet dealer for appointment and received a phone call that the part that was rusted was not a Chevrolet part and it looked like the vehicle had been wrecked. The factory warranty was then void. Called my husband and explain to him what was going on. And he called big city cars and explain to them what was going on. Asked if they had the clean Carfax and a man named **** told my husband yes the Carfax was clean same as when we bought it. My husband asked him to pull those documents and he said he would and call him the following day. The next day I received a call from the ***** dealer stating that upon further inspection, there was far more damage to the front end of this vehicle including frame damage. I purchased my own Carfax report at that time and learned that on May 23, 2021 the vehicle was in a front end collision and airbags had deployed. My husband called big city back and asked **** again that he had pulled the information and he said yes everything was clean and then my husband told him that we purchased our own Carfax and that it in fact was not clean. **** said he was unsure what to do and would contact his GM And call him back tomorrow. Waited for a phone call for most of the day. my husband called them and **** was out of the office and no one else was available to speak. Now when we call, either they are unavailable or say theyll call back and dont. Told multiple times there was a clean car history

  

  Business Response

  Date: 06/21/2023

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

  We appreciate you bringing your concerns to our attention regarding your recent car purchase from Big City Cars. We understand that you are unhappy with the situation and the information provided about the vehicle's history. We would like to address your concerns and provide clarification on the matter. Firstly, we would like to clarify that we strive to be transparent and provide accurate information to our customers. During the purchase process, we rely on the information available to us, including the representations made by previous owners and the vehicle's documentation. Our records indicated that the vehicle you purchased had a clean Carfax report at the time of sale.
  Regarding the rust issue you noticed in February 2023, we apologize for any inconvenience caused by the scheduling delay for your appointment with ***************. While we make every effort to accommodate our customers promptly, sometimes external factors, such as service availability and loaner car availability, can cause scheduling challenges. We apologize for any inconvenience this may have caused you.
  When you took the vehicle to the ********* dealer for the appointment, it was determined that the rusted part was not a ********* part, which raised concerns about the vehicle's condition. We understand that this discovery led to further investigation, which allegedly revealed more extensive damage. We apologize for any distress this may have caused you. Regarding the discrepancy between the information provided by our representative, ****, and the information you obtained from your own Carfax report, we acknowledge the confusion and apologize for any misunderstanding. Our representative may not have had access to the latest information at the time of your conversation, leading to the incorrect statement that the Carfax was clean. We regret any frustration or inconvenience this may have caused. We understand that you have been trying to contact us for further assistance and have experienced difficulties in reaching the appropriate person. We apologize for the inconvenience caused by ****'s absence and the lack of availability from other team members. We strive to provide excellent customer service, and we acknowledge that we fell short in this regard. We will address this issue internally to ensure better responsiveness in the future. We assure you that we take your concerns seriously and will do our best to address them appropriately. Thank you for your patience and understanding. We value your feedback.
  

• Initial Complaint

  Date:05/31/2023

  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 a car on 03/30/2023, I had multiple documented discrepancies with the car 3 days after purchase. Regarding mileage, and mechanics. They assured me the car had recent repairs and was okay. So I took it home. The motor blew 15 days later. I have invested $4000 in a car and I still do not have possession of it. I am not past due. I had no updates on the car. Big city gave me rental to drive which I was of course forced to drive because I dont have my car still. We took the rental on vacation and that vehicle has broken down leaving me stranded. I *********** city knew this was a lemon and I have documentation supporting the fact they knew the functionality was unreliable for the price point of $18053.44

  

  Business Response

  Date: 06/05/2023

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

  We apologize that you had these inconveniences. We at the dealership are doing everything we can to get your vehicle repairs expedited so you can take possession of it again. The 3rd party service center has assured us that you vehicle will have the repairs completed before you are back from vacation. They claim that they will have an update as to exact day and time it will be picked up very soon. The vehicle you were given to drive had a mechanical failure in the transmission while you were out of state, and again we are sorry for this inconvenience taking time away from your family vacation. We are happy that a transmission service center was able to complete needed repairs as quickly as they were able to. Our hope is that your remaining vacation time is relaxing and without incident. As soon as we hear from the service center that is in the repair process on your vehicle in the next couple of days, we will contact you immediately to relay the information. We appreciate your business and look forward to you giving the the good news as soon as possible.

  Customer Answer

  Date: 06/05/2023

   I am rejecting this response because:
  
  I have been through multiple issues involving the dealership, and both vehicles from the dealership. Big city asked me to lie to the finance company about my down payment amount, my boyfriend was a witness. This dealership is not honest. I do not wish to do business of any kind with them. The dealers knowingly dealt me a lemon of a vehicle. I do not trust the work or parts being repaired on my vehicle. Due to the countless lies involving this deal. I want my deposit of ***** back. And I want big city cars to purchase back the vehicle so I am not legally liable to pay for the vehicle. I would like to put my money into something that I can trust. 

  

  Business Response

  Date: 06/05/2023

  Hello,

  This will be our final response. You purchased a car and came back with completely false allegations about *****. We took you to a competitor (**********************) and proved that you were NOT correct. The owner himself met you there. The owner then went with the General Manager and you and your husband went  to **** ****!

  You did purchase an extended warranty that covers your mechanical break down. Your car is covered its being repaired. We the dealership provided you with a free loaner. We dont  provide loaners so we gave you a van to drive while your car is repaired at a third party shop. You were NOT given permission to take our vehicle out of state!! You took our vehicle out of state and broke down! Big City Cars spent thousands of dollars on this. You are adding THOUSANDS of miles on our car.

  Please allow this to be a written NOTICE to return our vehicle within 24 hours. It has become obvious we cant make you happy. For this im sorry. I'm sorry cars break. Thank goodness everything is taken care of.

  We have nothing more to comment on other than we want our vehicle returned within 24 hours. No other accommodations will be provided or concessions. This case is closed.

  Customer Answer

  Date: 06/11/2023

   I am rejecting this response because: I purchased a vehicle from big city cars on the last day of March. I put **** down on the day of purchase. You told me to lie and tell global lending I have ****, which was a lie. I then gave you another 500 dollar payment towards the car a week later. My car started smoking within 24 hours of leaving the lot. Which I have video proof of. I took the vehicle to ******** and the car is reading ******* miles when the oil change sticker done at YOUR lot states my next change was due at ******* and the odometer reads ******. So we brought the vehicle back to big city cars to discuss the issue. We had the car plugged in at two completely different locations. They both said the same thing. Big city cars assured me it was a ******** car and the mileage was correct. The smoking was due to a Cadillac converter being replaced.I  took the car home, 15 days later the car motor went out leaving me and my children stranded on the side of the road. Big city cars picked up the vehicle two days later on that following Monday. I was not told where my car was going. I did not receive a single call or update about my vehicle unless I called the dealership or my boyfriend called. They were nasty to him every time we asked for a update. I prepaid and planned a ****** trip for me and my children months ago, We also stopped in ************** to see family. I live out of the state I bought my car from. So I dont understand how I wasnt supposed to drive out of state? I would of driven my own vehicle had it not broken down 15 days after purchasing it. I have no choice but to drive the van to and from work, school and any other personal driving I need to do. I made another 500 dollar payment on may 15th. My boyfriend called for a update on June 29th and  he was told by a  gentleman at the shop that my car was finished and had been for a week. I tried calling for two days to pickup my car. I kept getting told people were out of the office and Id get a call back. I left for vacation the 31st. The van then breaks down on my way to **************. We had not even made it to ****** yet. Big city cars told me I needed to pay for the repairs and rental. I fought them on that. They paid to have the van fixed. I still have no car, I still have no updates. I have another payment due on the 15th of  June. Big city cars is not honest. I do not trust them. I have given $**** for a vehicle I keep getting told is finished and I am not delinquent on any payments for. Yet I do not have a car. This is not right. 

   

  
  

• Initial Complaint

  Date:03/07/2023

  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 Saturday February 4, 2023, I dropped off my 2013 **** Explorer sport utility vehicle at Big City Cars at ******************** *************** ******* *****, it was supposed to get checked at the service center for a timing issue. Since then, I have called about the status of my vehicle, and nobody seems to have any information. I keep getting told I will receive a call back, but I don't, I have to keep calling to see if I can get any status updates. I call and no one picks up my calls or I get the voice mail. I finally went in person and spoke to the Sale Manager *************************** which told me call him directly for any status updates. I still have not received no status updates, and the manager and the service department keep telling me they don't know nothing of the status of my vehicle. About two weeks ago they told me they were working on my car. Then On Monday March 6, I get told my car is at the **** dealership, they give a number *************), but they don't tell me at what location. I called **** and they don't have any information or status for me. I bought a ****************************** for my vehicle on 06/17/2021 for 24 months or for ****** miles none of which have happened yet. I am beginning to wonder if they are holding on till this warranty expires. I just want to know that my vehicle is getting worked on by a mechanic and when I will get my vehicle back since my family and I really need it. I don't think it's fair for me to have bought a vehicle service warranty and that I am not getting any information or status of my car, a car that I am still paying but don't have at the moment. I believe a business should have the responsibility to respond to a customer about the status of their vehicle. This really makes the business seem irresponsible and inconsiderate of the customers they are supposed to serve!

  

  Business Response

  Date: 03/08/2023

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

  First, we at Big City Cars, apologize for the inconvenient circumstance that has your vehicle in the service center. However, if you look at all of your documentation, the phone number you have provided on these documents is a non-working phone number. Until this complaint was filed, the service department was unable to contact you to give you daily updates. Your vehicle is at *************** and is currently in a tear down stage awaiting the warranty company approval to proceed with the repair or replacement of the timing chain and guides. In today's post covid world, almost all service departments are quite backed up in scheduling due to people keeping cars longer with the lack of available new car inventory for purchase. Logistics of parts needed to complete repairs of vehicles greatly slows the process of timely repairs as well. The owner of both dealerships has left you a voicemail on the phone number provided on your BBB complaint, as your previously listed number is invalid. 

• Initial Complaint

  Date:02/15/2023

  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.

  back in July of 2022 i purchased a vehicle through big city cars. i wanted to do a trade in but they told me i couldnt. they still got me in a car but soon as i drove off the lot is stopped on me. i took it back it took them a good 2 weeks to get the car back to me. when i got it the engine light was on so i called & told them they then said that i should wait 30 ********* warranty would cover the timing belt. i took it to a dealer *********** said the warranty would not work because they sold me the car already messed up. so now i am stuck with you car payments & for the one i still cant drive because i cant afford to pay on it & get it out the shop its in at the moment.

  

  Business Response

  Date: 02/24/2023

  *******, 

  We, at Big City Cars, apologize for your inconvenience. It is our goal for the car buying experience to be as painless as possible, as it is normally the second largest purchase in a lifetime, next to a home. The vehicle you purchased was put through a rigorous inspection process to insure it was mechanically sound before selling to our clients. Unfortunately after your purchase, it sounds like there was a mechanical failure. We encourage you to bring in the vehicle for diagnosis of issue. If you took it to another dealership to have diagnosed and the vehicle service contract did not cover said issue, then you should contact them and find out why. We would be happy to help with this process in our service department if you can get the vehicle here for diagnosis. We do not control the claim process at any other dealership.    

  Customer Answer

  Date: 03/06/2023

   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. Thank you i will get the vehicle in this week 

  
  

  Thank you.

  Customer Answer

  Date: 03/17/2023

  yes, i would like to reopen my case because on 3/10/2023 i called Big City cars in response that they would fix my car. i called because i wanted to make sure everyone was on the same page & to see what exactly they were going to do meaning either get me in a different car or actually fix it right. i talked to the store manager which he was VERY RUDE & unprofessional. & stated that its my fault on why the warranty company is not fixing it & also stated that he was not going to fix it either .

  

  Business Response

  Date: 03/17/2023

  ****************, The dealership maintains it's position on the responsibility of the repair of your vehicle after speaking with the warranty company to attempt to open a claim. Approximately 4 months after you purchased your vehicle, you took it to a dealership, other than ours, they have filed a report with the warranty company that has led to the denial of your claim. That other dealership stated that your car did not have an oil cap on it when brought in, thus causing engine oil to spew all over the engine compartment. With the engine being so low on oil, it caused the timing tensioners to bend and break 5 teeth off upon jumping timing. This in turn bent the valves and bent the push rods. The motor does not operate without proper maintenance of oil and oil levels. The neglect of this responsibility caused the claim to be denied.       

  Customer Answer

  Date: 03/18/2023

   I am rejecting this response because 

  if someone comes & buys a car through yall im sure they wouldnt expect the engine light to come on within a week of me having it. clearly the engine was failing when i drove off & the car completely stopped on me the FIRST time & i brought it right back to yall & it took almost 2 weeks to fix whatever yall did. but only fixed it enough for the engine light to go off for 3 days & it came right back on. i was never once told to bring the vehicle back. the manager told me to wait 30 days & the warranty would cover it. so if the oil cap was off wouldnt that be on yall end? **** had the car for 2 weeks and something came up missing.

  
  

• Initial Complaint

  Date:01/27/2023

  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.

  This is a huge scam!!! Not only did they tell me I was approved but also stayed persistent for 3 weeks!!!!! I make the time to finally go in and the person I was suppose to be dealing with was over an hour late to work another guy tried to help me sat there for over 2 hours! To have 6 hard inquiries on my credit after being told they wouldnt have to do that again because I already had an approval not only that but they pulled my credit not for auto loans but also for installment loans!!!! WITHOUT MY PERMISSION.. not only was it a waste of time but for a single mom with 3 kids had her credit score dropped over 40points because of this to be jerked around as ** leaving this kid ****** blames his ** instead of taking responsibility for 1. Lying 2 not being prepared 3 allowing a total of 7 hard inquiries only the first one getting me an approval is what I agreed to.. to be lied to!! NEVER GO HERE!!!!!! One last thing.. they also say that they own **************** and call them a big joke words from ***** the salesman who messed up my whole profile and blamed it on ****** who tried to privately sell me a Cadillac from his own personal collection while he was bragging about what a player he was.. worst place in the world to buy a car.. POV if ur a single mom dont go here The inquiries without my permission need to be removed ASAP! And they need investigated in response to federal consumer law

  

  Business Response

  Date: 02/03/2023

  ********, 

  First I apologize if there was a miscommunication in your conversations with dealership staff. It is always our intention to do anything we can to make the car buying experience as hassle free as possible for all of our clients. You had multiple text message conversation that are on record on several days with our staff. On January 5th, ***************************************************************************************************** this same conversation, with our staff, you were told that we were unaware of how many inquiries it would take in order to obtain financing from one of our many lender partners, but that we would do as few as possible based on the first lender to approve your credit for a potential auto loan. Then on January 20th, 2023 you stated what your income was and that amount is what was passed on to lenders to obtain an approval. Upon bringing in the required proof of said income, the lenders calculated your income at a much lower level based on the information provided by you. You were approved at this initial income level. When you can provide proof of stated income, you will be able to take advantage of a bank approved loan and make a purchase.

• Initial Complaint

  Date:12/15/2022

  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 had my car towed on November 23th. To big city on ******* where we purchased the vehicle. We were told 2_3 weeks for the transmission to be done. 3 weeks later we were told it is now going to the transmission shop it would be ready the 13th_14th of December. We called yesterday and was told it would be done today. Today when we called the service manager told us it was none of our business where the car was and to stop bothering him. So we asked to speak again the the general manager. We were then hung up on. We have 5 kids have been out of a vehicle since the 23rd of last month. We have been able to even go get Christmas. When asked if we could be prorated since we will be making the 2nd payment with it broken on the 20th we were told no. When asked if we could get a loaner we're told no. I really just want to understand how this is okay to do to a paying customer.

  

  Business Response

  Date: 12/16/2022

  ******, I apologize for the inconvenience that this issue has caused you and your family regarding the transmission repair on your **** Explorer.  While at the transmission repair shop, they had to order additional parts in order to finalize the repair causing a delay in getting your vehicle back to you and your family.  *****, our General Manager, has been in contact with the repair facility and is helping to expedite the repair on your vehicle.  He will be in contact with you as soon as the repairs are completed.  Again, I apologize for the delay in getting your vehicle back to you with the required repairs.  Thank you.  

  Customer Answer

  Date: 12/19/2022

   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.

  
  

  Thank you.

• Initial Complaint

  Date:10/10/2022

  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.

  08/13/22 we purchased a 2017 ****** Rogue SV for roughly 20k with 87k miles on it and less than 2 weeks later we started having transmission issues and so we ended up trying to set up an appointment for the car to get looked at and big city cars didnt have anything available for over a month so we took the car to ****** and they told us the transmission was toast and shouldve been caught before sold to us. We contacted big city car about it and they just kept bringing up the fact that we have a warranty but couldnt offer us a loaner or anything and did not show any remorse about selling us a Lemon. We now spent an over a month without a car because they didnt properly ***************** before selling it. We asked to return the vehicle and just walk away so we could get something else from another dealer ship

  

  Business Response

  Date: 10/12/2022

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

  It is very unfortunate that this unforeseen mechanical failure has happened, Big City Cars apologizes for your inconvenience. Unfortunately the dealership had no control over this. These things happen from time to time and is the exact reason we offer vehicle service contracts at the time of purchase. The great news is that you did and that it is a covered item!! The scheduling at most service shops has been quite backed up as of late in the area. This is the reason that any certified shop can make a claim to get your vehicle fully repaired. Big City Cars does in fact inspect our vehicles prior to selling and if in fact there was a transmission failure, it would have been repaired at that time. We would never have sold a vehicle with a known failure. There was not indication of any failure upon inspection, nor was anything noticed when you test drove the vehicle prior to purchase. We currently do not have a service loaner program, but your vehicle service contract does have an allotment for rental coverage in the event that the ************************** where you are getting said repair done, does not have one either. You did not purchase a "lemon". Your vehicle is being repaired and there is not a refund to be had under these circumstances.