Complaints

This profile includes complaints for Bob Allen Motor Mall's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob Allen Motor Mall

  725 N Maple Ave Danville, KY 40422-1146

  
• 

  Bob Allen Motor Mall

  711 N Maple Ave # 801 Danville, KY 40422-1146

  
• 

  Bob Allen Motor Mall

  PO Box 1338 Danville, KY 40423-1338

  
• 

  Bob Allen Motor Mall

  PO Box 1365 Danville, KY 40423-1365

  

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:07/03/2025

  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 truck from this business on June 23 of 2025. The truck has a rebuilt title and was marked as is. The truck is a 2015 Silverado Z 71 ltz 189,000 miles I traded 2019 Kia soul roughly hundred thousand miles and $6000 cash for this truck July 1, 2025 one week later I have it at the transmission shop getting it checked out because of a vibration. The transmission is out. I am told by the specialist I put it in the shop. It will cost me $5400 to get the transmission rebuilt. I contacted the manager at Bob Alan. He offered me $500 and repeat it that I bought a rebuilt title truck as is.

  

  Business Response

  Date: 07/03/2025

  I have enclosed three forms signed by ** ****** that shows he was fully aware of the risk buying a salvage total loss vehicle. We hate that this has happened but in no way can warranty this truck in any way. 

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The salesman repeatedly pointed out how good a shape the vehicle is in. I agree it appears to be .The salvage title occurred 130,000 miles previous to me buying the vehicle, which would have nothing to do with the transmission when I contacted the manager. He also pointed out that he drove the truck and found nothing wrong with it so his response I bought a total loss is a lie
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/09/2025

  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.

  Extremely Disappointed – Classic Bait-and-Switch Tactics
  
  I read the reviews and decided to give the dealership the benefit of the doubt. Unfortunately, my experience confirmed the negative feedback. I was initially given a written price, only for the final cost to be over $6,000 more than what was agreed upon. The online price and the numbers presented in person differed by more than you could imagine online price was 79,404 in store no discounts went to 88,400 I qualified for all but 2 discounts. They didn’t like that made up new numbers that was over 6,000 more then what they wrote down for me.
  
  I drove over four hours round trip and spent five hours at the dealership going back and forth, only to be subjected to what I consider a textbook case of bait-and-switch. To make matters worse, the dealership admitted to making a mistake but then took all of the original paperwork and refused to return it. Fortunately, I retained another copy and took screenshots of all relevant information.
  
  I will be filing formal complaints with both the Better Business Bureau (BBB) and the Federal Trade Commission (FTC), as this kind of conduct appears to violate FTC regulations and may be illegal.
  
  This was by far one of the most unprofessional and deceptive dealership experiences I’ve encountered. I genuinely believe the owners would be disappointed if they knew how business was being conducted under their name. One star doesn’t even begin to reflect the level of dishonesty I experienced.

  

  Business Response

  Date: 06/09/2025

  Mr. ****** visited our dealership with no formal price quote
  being requested or provided prior to his visit. When he arrived, he had 2
  vehicles picked out that he was interested in and both vehicles were
  demonstrated to him as requested. He then requested pricing on both vehicles
  with no trade. A portion of our pricing includes a discount for trading a
  vehicle to us but when he requested the initial price he requested the best
  possible price on each truck without a trade. We then priced each unit as
  aggressive as possible without a trade actually passing along a portion of the
  trade incentive to the customer even though at this time he was not trading any
  vehicle. After that initial price Mr. ****** then proceeded to present a trade which
  then he attempted to back into the previous pricing. After we worked through
  his math for our product he then presented an error in the pricing for the
  amount of $1992 which at that time we could not confirm as this was his mathematical
  calculations but we offered to reduce our price in the amount of the $1992 to
  make every effort to make it right to Mr. ******. After that Mr. ******
  demanded we throw in or provide free of charge a 125,000 mile extended warranty
  and offer him $2000 more for his trade over and above our appraised value. At
  that time we decided to step away from the deal as we could not meet his
  demands. This was by no means BAIT and Switch as this customer came in on 2
  specific units and was priced both units. The units Mr ****** came in to the
  dealership to purchase were both priced and both offered for sale and priced
  very aggressively. We have never and will never price a unit and then throw in
  an extended warranty at 0 charge. It is unfortunate that Mr. ******’s demands
  to purchase could not be met and we truly hope he can find another dealer that
  will meet his needs and demands. 

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This response is entirely inaccurate and does not reflect the actual events that occurred during my recent interaction with your dealership.
  
  The sales representative I had been working with and I had clearly discussed and agreed upon terms, which were written out in detail.
  

  However, after a manager from another dealership became involved, that paperwork was taken and never returned. This was done, presumably, because your team decided not to honor the original deal we had negotiated.
  
  To clarify, this issue has nothing to do with the extended warranty. I made it very clear that I was willing to pay the full $3,500 for the warranty without objection. Your team then attempted to add over $4,000 in additional fees, which was not part of our negotiated terms.
  
  At my request, two versions of the deal were drawn up—one with a trade-in and one without. I still possess these copies. However, the original signed version with the agreed upon terms was taken from me in an unprofessional and aggressive manner by a sales manager from a different location. This version of the paperwork is critical, as it supports my claim and includes the accurate numbers we agreed on.
  
  The final price we discussed was just over $79,000 plus the cost of the warranty. I was later presented with a final figure nearing $87,000, which included unexplained and unjustified charges. Continually referencing the warranty in your response appears to be a diversion from the real issue, which was the dealership’s unwillingness to honor the originally negotiated terms.
  
  This entire situation appears to have been handled in bad faith, and I believe your response is an attempt to cover up what transpired. I respectfully request that you produce the original paperwork I was prepared to sign so we can verify the numbers and terms that were agreed upon.
  
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 06/11/2025

  The original price given to Mr. ****** was $87098 To finance with his $6,400 down including all tax and license and negative equity. Before Mr ****** left the dealership we agreed to bring this number to $82,283.56, which is when Mr ****** said he would give $82,906 including a extended service contract. We then agreed that we could not come to terms and he left rather aggressively. It is a car deal that he can choose not to move forward with as can the dealership decide not to sell at his figures. I believe the difference is in the value of the trade that we could not agree and sometimes it just does not work out. We wish all the best for Mr ****** in his future auto shopping experiences and probably both will agree it should not be at Bob Allen.

  Customer Answer

  Date: 06/17/2025

  Complaint Reference: ********
  
  I am formally rejecting the response provided regarding my complaint, as it continues to misrepresent the facts of my experience.
  

  Once again, the price of the truck stated in your response $87,098 is inaccurate. I have emails documentation confirming the agreed price of 76,908 these came from you’re sales guy ***** **** excluding the two $500 credits, which I acknowledged and agreed to pay. I also agreed to cover the warranty and the difference in the vehicle balance. None of these were ever points of dispute.
  
  The core issue remains unchanged I have written and email evidence clearly showing the truck identified by stock number that was offered to me and which I agreed to purchase.

  I then drove to your dealership and spent a total of nine hours onsite & drive time, only to experience what can only be described as a bait-and-switch tactic.

  During this visit, I was misled multiple times, and when I asked for the paperwork I had previously reviewed, a supervisor physically removed it from the desk and refused to return it upon request.
  
  
  This pattern of behavior is unacceptable and reflects poorly on your dealership’s integrity. Rather than continuing with vague or inaccurate responses, I ask that you acknowledge the mistake made and either honor the terms outlined in the most recent email offer sent to me or address the situation honestly and transparently.
  
  
  At this point, due to the treatment I received and the clear lack of honesty, I would not consider doing business with or recommending this dealership to anyone.
  
  
  Sincerely,
  **** ******
  
  
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  My vehicle broke down over an hour away from Danville while going to work. I called to confirm availability as it would cost $400 more to tow to them and confirm a courtesy vehicle. I advised of timeframe delivered and told a vehicle could be obtained. Once it arrived I was told I could pay $52/day for a courtesy vehicle or I’m “shit out of luck”. A day goes by then 2 and no one spoke to me. When I called I was told they forgot about it and would look tomorrow and promised to have an answer. The next day by noon I was in hold 25 mins then promised a prompt callback. 2 hours later I called again and told it hadn’t even been looked it. I said I wished to take it elsewhere if no answer by end of day. End of day came and I tried to repeatedly call with no one to answer during business hours. Bc I threatened to go elsewhere they held my vehicle hostage over the weekend. Monday they called and said what parts were needed to fix the problem and were “going to work”. Wednesday was set to be fixed, 3:30p call stated they would not let it leave unless I paid another $600 for an intake manifold. I advised I couldn’t afford that. I ended up buying the part myself to save on cost and still charged an extra $73 for a gasket for that. Thursday after midday called and said I needed a motor. I asked why and they couldn’t give me an answer just that my lifters are starting to go bad. I paid and took my vehicle to another mechanic. The parts that were replaced were completely irrelevant to the problem and a plot to pay more then have to buy a new motor. I was out of a vehicle for over a week for no reason and paid things I never needed. I was lied to about multiple things and pushed off, treated rudely. I will pay for the unnecessary parts at cost, not markup but I would like compensation back for my time wasted. The coolant was also filled with oil and chunks and the lines completely compressed. They never looked or changed any fluids. They purposely did other work to charge more.

  

  Business Response

  Date: 09/16/2024

  The least expensive possible fix was suggested to try 1st as the customer requested. The customer was notified that this may or may not fix the vehicle and supplied their own part, as it was a 14 year old vehicle with 159,000 miles that was purchased from ******* with no warranty. I am sorry that the least expensive option did not fix the vehicle and it needed a motor in the end. 

  Customer Answer

  Date: 09/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is irrelevant. The part I supplied was a gasket for the oil and per ***** and the mechanic “not the problem”. When assessed by a second opinion it was deemed that the engine cooler- supplied by BOB ALLEN and the intake manifold were completely irreverent. AGAIN, the HOSES and COOLANT as per the images sent were not checked at all. When I tried to take my vehicle elsewhere since it had NOT been looked at the company refused to answer my multiple phone calls until it was after hours and no one was there. Therefore when Monday rolled around, they instantly looked at it, thus now being able to charge. Several days were wasted and every day I was told the vehicle would be looked at that day. This is completely neglectful and unacceptable since nothing relevant was done and I was simply strung along to pay more and more before trying to be forced into buying a new motor. I’m willing to eat the cost the of parts AT COST but I want a refund of the remaining. I was NOT given any options once diagnosed. I was told this is the problem, cut and dry and used BOB ALLEN parts. 
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 09/17/2024

  I guess we will have to agree to disagree because the customer was informed and they were told this may or may not fix the vehicle. 

• Initial Complaint

  Date:06/10/2024

  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.

  We purchased a new vehicle from this dealership. We also opted for extra coverage for repairs. We ended up getting a nail in the sidewall of the passenger rear tire. We first contacted the service department, who told us they wouldn't fix it because it was a dealer trade, the car was purchased new with 65 miles on it. After contacting our salesman ******, who has been great, he was able to get our repair scheduled and done at no cost to us. After the tire repair in which the tire was replaced, the while wheel was covered in disgusting fluid. What's even worse is there is now a chip on the spoke of the wheel. The dealership claimed we did the damage with curb rash, which is simply impossible due to the area of the damage on the wheel. We have attempted to get it fixed or replaced and they have refused to do so.

  

  Business Response

  Date: 06/10/2024

  I have been in contact with ******* ******, ********* wife, and we are going to take care of this for the *******. I will continue to stay in touch with her and we will work this out.

  Customer Answer

  Date: 06/18/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/05/2024

  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 new ******* ********* flew in to pick it up the day after it was delivered to them.
  It was agreed upon that they would not touch the car.
  
  Upon arrival I find paint splashed on the back taillights which was pointed out. Their employees could not get they paint off and I was told that they would replace the Right Rear Taillight if I could not get it off or pay me for the part.
  
  There was 8 miles put on the car when it was not supposed to have been driven and during that time someone did a burnout as the nipples were worn off the rear tires. This was pointed out and videoed during the inspection. I was told it showed up that way LOL. But whatever on that part.
  
  While there waiting on paperwork they incorrectly installed the hood pin/cables, and put dents in the grill while doing so. I pointed this out, they told me not to let their minimum wage employees try to fix it since they already screwed it up, and to put them in the correct location on my own and that they would replace the grill. Still waiting on that grill and their service team to call me.
  
  Same goes for one of their employees stole my window sticker out of the car before I was able to make it there less than 24 hours after the car got delivered to them. Sales rep kept promising they would mail me a new one. Still waiting on it to show up in the mail...

  

  Business Response

  Date: 03/04/2024

  Unfortunately ** ********** wrecked this car on the way home from the dealership. ** ********** was not promised anything to my knowledge. If the taillight has paint splatter on it from the manufacture that would be a simple warranty claim. The vehicle was only driven from it's arrival location to the delivery location less than 1/8 of a mile and I can assure you no one here did a "Burn Out". New vehicles arriving have between 6 and 10 miles on all of them that is common millage for transit vehicles. As for the hood pins our records indicate this was completed by a master tech and I would assume they were installed correctly. If the vehicles window sticker was missing I can order a replacement at no cost to the customer but it will not have his name on it and he has refused this. If you need anything else regarding this matter please feel free to reach out.

  Customer Answer

  Date: 03/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The car was not wrecked on my way home... I still have the car... I have pictures and videos of it during the walk around at the dealership pointing out the issues with the paint on the tail light as well as the hood pins being installed incorrectly. It was also pointed out at pickup that the window sticker was missing.  All of this was addressed with the sales rep who kept stating that the service department would be contacting me to make this right.  I can back this up with texts that I have saved with the sales rep.  If they claim it is easy to make this right with me via warranty claims then do it! I have been waiting over a year on a replacement tail light, a replacement window sticker, and grill that they dented.  It was not a master tech who installed the hood pins.  In fact you can listen to your sales rep talk about how it is your minimum wage idiots who should not be touching high end cars who did it.  And he specifically told me to not let them touch it again to do more damage that you would make it right.  So their answer is a bunch of lies.  They could make it right easily.  Yet they are not... 
  
  
  
  Sincerely,
  
  
  
  *** **********

• Initial Complaint

  Date:01/25/2024

  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.

  see Attached document

  

  Business Response

  Date: 02/07/2024

  ** ******* was in our store trying to convince my employees that there were aliens in the bottom of ********** **** and that is the whole reason they built a damn. He also tried to convince my service manager all the bears were asleep hibernating in the top of the trees to please stay away from the trees. There was no communicating with this individual and all of our employees were scared of him and he was asked not to return.

• Initial Complaint

  Date:01/03/2024

  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.

  December 22 2023, I bought a new car Ram 3500 2024 from Bob Allen. I have my car Toyota rav4 2018 value $12000 somewhere. I come to my car to the Bob Allen to pay off my car cost $6500 they should put $4500 in the new car as down payment and give me the rest. They don't put nothing as down payment to the new car they send me $1000. They took my car as traide in. I don't never talking about traide in. I don't want traid in my car. In the next day like December 23, 2023, I come to the dealership to retoun the new car and get my car back, they don't want. I don't never said, I don't never want traide in my car. When I see in paperwork, they don't put nothing as down payment for the new car. I want sell my car in private not like traide in. They understood I don't speak English fluently they manipulate me. I need my car back. I call the Bank financing when i give them my social security number, they said they don't have any information about me in their system the Bank called *** located in Maryland, they said, they don't receive any paperwork I'm not in their system. And them when I back to the dealership to renegotiate the interest rate too, they said they cannot do nothing because I already sing. Less than 24 hours I back to dealership, they don't want do nothing for me about the transaction and about to get my car old car toyota rav4 2018. They steal my car as traide in. In my old car I have to pay until July 15 2024. I cannot give them my car as traide because on November 15 I just pay $4000 in my old car. I need you help me to get my car back please. I call police when I back to dealership on December 23 2023. Help please to get my car. They stealing my car because they know I don't speak English fluently. Thank you so much

  

  Business Response

  Date: 01/03/2024

  My employees stayed until after 9 pm with this customer and they traded on a difference and we did exactly what we said we would do. There is nothing else here to discuss and there will be no changes. The deal was funded by * *** * **** and he will have a payment book soon.

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *********** ******

• Initial Complaint

  Date:08/28/2023

  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.

  I purchased a car from Bob Allen on July 25th. A 2018 Ford Mustang. When my husband and I first test drove it we noticed it was not shifting correctly and we were concerned. The salesman offered for the mechanic to look at it. I asked for them to check for any codes while they were checking even though the car had less than 60,000 miles, because now I was very skeptical. After looking at the car the salesman told us that the transmission needed to be reset. I asked if there were any codes or if he found any other problems with the car and he said no. We bought the car. After barely making it home, maybe 40 miles, the engine light came on for misfire. We had the car scanned and found out the dealership had turned the check engine light off and put the car on the lot. The lot manager denied it until I drove there and he put his mechanic on speaker phone who then admitted it in front of me. The manager, ***** who was not nice or apologetic for selling me a car that had an engine light on finally agreed to try and fix the car. His mechanic put new spark plugs in the car. I barely made the 40 mile drive home again until the light was back on. Bill collins had to replace those spark plugs that were after market and installed incorrectly, for $500. The car is now at BIll Collins awaiting engine repair and racking up bills. The current bill is around $2000 in repairs because this lot chose to clear the code and put the car on the lot and could be higher since they are still working on it. Not to mention I have not had the car to drive that I purchased over a month ago. I have pictures of scanner showing cleared code, statements from Bill Collins, and texts from the salesman with all of this information for anyone to see.

  

  Business Response

  Date: 08/28/2023

  I contacted the customer and the ford dealer where the car is located and the customer and Bob Allen have come to an agreement.

• Initial Complaint

  Date:03/17/2023

  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.

  Initially took car in, 23 August, 21 for assessment of air condition problem (NO AIR). Charged $373.04 to correct problem. Odometer reading=31,9688 mi. Took car back in 21, Oct 22, "Air condition repair. odometer reading =33,635 mi. Air condition not working. Paid $1,518.23 for replacement of lines, freon, etc.
  Took car back in on past Monday, March 13, 2023. Air condition unit not working. Told NOW the compressor needs to be replaced. Only consideration given is 10% discount. Supervisor (*****" certainly not very professional nor courteous in our phone conversations. The assessment/correction of problems appear to have been inaccurate, Feel Bob Allen Motors should bear more than 90% of the NOW recommended correction of the problem.

  

  Business Response

  Date: 03/17/2023

   I reviewed the ticket history on this car and the mileage is irrelevant. Repairs were a year apart on a pressurized system. Dye was put into the system in august of 2021, then a year later in august of 2022 the leaks were located with the ultra violet light system and the customer was quoted a 1500 dollar repair that was declined. Within two months the lines were ordered by customer request and on oct 20th of 2022 they were installed at $1217.16 instead of the 1500 dollar estimate. On March 13th 2023 customer returned with no cold air and was diagnosed with internal compressor failure. He has been quoted $1800 for this repair and we have offered to repair for $1530 at a 15% discount. If this will not work  I am not sure we can help Mr. *****. All the repairs that have been done and have been quoted were needed to repair the air conditioning system and are not related.

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Dealer response is not totally accurate and there are some points "missing" or inaccurate in the response. 
  
  1. Omitted: I was told by Service Manager, after freon/dye placed in car to, Bring car in anytime so leak point could be determined. Told appointment not necessary.  I did take the car in for "leak point check".  Told, we're too busy today, after driving thirty miles for leak check. I note in Dealers response that I was originally quoted $1500.00 for repair on 21 Oct. 22.    No discount provided there, I paid for the parts, which reduced the initial cost by $340.00. Thus far I have paid Bob Allen Motors a total of $1,773.04 for diagnosis, labor and  taxes  and now I am told that the the labor/and repairs did not correct, and do not appear to have been the problem.   How ironic that NOW the diagnosis is, "Air compressor".  After $1,773.00 of repairs/diagnostics  paid for, which did NOT correct the problem.  To be asked to pay an additional  amount  for additional repairs does not build my confidence in this situation.  The 15% discount offered on compressor repair/replacement does little to restore my willingness to have repair done by Bob Allen Motors. Having already spent almost $2,000.00 I would feel a far greater discount would be appropriate.

  ***** *****

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Sincerely,
  
  
  
  ****** (*****) *****

  

  Business Response

  Date: 03/22/2023

  We have offered a discount and the discount we have offered is the end. The air blew cold after the customer left with the first repair and we fixed the first problem. I hate that an additional problem has come now, but if the current problem was bad when he left after the first repair it would have not blown cold.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I HAVE ALREADY PAID CLOSE TO $2,000.00, FOR WHAT i DEEM AS INCORRECT DIAGNOSIS/REPAIR  OF PROBLEM. NOT COMFORTABLE WITH ONLY 15% DISCOUNT ON  APPROXIMATELY ADDITIONAL$2,000.00 REPAIR TO SOLVE PROBLEM VEHICLE ORIGINALLY BROUGHT IN FOR.  SHALL CONTACT GENERAL MOTORS FOR  ASSESSMENT/CORRECTION OF ORIGINAL PROBLEM. THIS SITUATION/SUGGESTED 15% DISCOUNT ON  ADDITIONAL REPAIRS DOES NOT ENABLE ME TO CONTINUE TO BE A SATISFIED GENERAL MOTORS CUSTOMER.  A WAIVER OF LABOR COSTS, OR A WAIVER OF PARTS COSTS WOULD BE MORE APPROPRIATE AND WOULD DEMONSTRATE THAT THERE IS A GENUINE "CARE" FOR THE LOYALTY i HAVE DEMONSTRATED TO BOB ALLEN MOTORS OVER THE YEARS VIA SERVICE AND REPAIRS PAID FOR NOT ONLY ON THIS VEHICLE, BUT ON MY PREVIOUSLY OWNED CADILLAC VEHICLES.

  Sincerely,

  
  
  
  ****** (*****) *****

• Initial Complaint

  Date:01/03/2023

  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 dropped my truck off November the 1st 2022 to Bob Allen collision center they told me that it would be 2 weeks I would have my truck back today is December 31st 2022 I get a call this morning and they tell me to come and pick up my truck because it's finished it only had minor damages I get here they've taken my truck to lunch and the guy inside told me they took it for a test drive only the fender and the door was damaged. They told us they had been waiting on parts and mid July and then when they had it here they were waiting on the parts again even though everything had already came in so we are arrived here today to pick the truck up like they called and told us to and now they've taken our truck on lunch break, we have been sitting in the parking lot since 1:15 it is now 2:00 the truck is not here and the guy inside told us that they must have went on lunch break but he also told us that they took ****'s truck for a test drive. If the door in the hood was just damaged I don't see why you would need to take it for a test drive.

  

  Business Response

  Date: 01/03/2023

  Every single vehicle is driven to insure alignment, drivability, and numerous other issues are not present after any repair including all body repairs. If we had returned the vehicle and it pulled severely it would not be acceptable. I would not think it would ever be acceptable to return a customers car after an accident no matter the extent of damage without checking the drivability.