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:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from a buy here pay here lot one week ago from today. On the fifth day the motor started to overheat. I took it to a reputable mechanic and after performing a diagnostic test on the car found that two of the spark plugs were completely shot and had already caused severe damage to the engine. The car lot in my opinion either didn't perform a diagnostic test at all or performed one and sold the car knowing it already had major problems.

  Business Response

  Date: 06/14/2024

  Dear BBB Representative,
  We acknowledge receipt of the complaint filed by ******* regarding the vehicle purchased from iGo Motors. We appreciate the opportunity to address this issue and provide clarity on the situation.
  First and foremost, we sincerely apologize for any inconvenience ******* has experienced with the vehicle. At iGo Motors, customer satisfaction is our top priority, and we strive to ensure that every vehicle sold meets our rigorous standards.
  Upon learning of ********* concerns, we immediately contacted him to address the issue. We are currently in the process of arranging for the vehicle to be returned to our location for a thorough inspection and necessary repairs. Our goal is to resolve this matter promptly and to ********* satisfaction.
  We understand the frustration that comes with vehicle issues, especially so soon after purchase. Please be assured that we will conduct a comprehensive diagnostic test and address any faults discovered. Our intention is to either repair the vehicle to a reliable and satisfactory condition or discuss alternative solutions with ********
  We are committed to resolving this matter and restoring ********* confidence in iGo Motors.
  Sincerely,
  ****
  iGo Motors

  Customer Answer

  Date: 06/19/2024

  
  
  Better Business Bureau:
  
  
  
  

  From: ******* ********* *******************************
  Date: Tue, Jun 18, 2024 at 5:12 PM
  Subject: Re: You have a new message from the Louisville BBB Complaint *********
  

   

  I am satisfied with the solution. But still weary of the situation until it gets resolved

   

  
  

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  Customer Answer

  Date: 08/06/2024

  
  

  I ******* ********* need to reopen case #********. After the car was supposedly repaired I discovered massive amounts of oil had already leaked out of a supposedly new engine 4 days after the repairs were done. I discovered this on a Sunday after picking up the car the previous Thursday. I called and left a message for the service department with no response and called again on Monday and explained my situation and told them I would need a loaner vehicle which is supposed to be covered in the VIP package that I pay for. They said they would have to look at the car first.  When I was able to make it there they put die in the engine and informed the car needs control arms replaced which is another serious problem the vehicle obviously already had and if their doing a proper check of the vehicles they sell then they would have already known about this potentially dangerous issue and did nothing about it before selling it. No oil was added to the vehicle by them which really surprised me also. I was told they would not be giving me a loaner vehicle but to come back but didn't bother to schedule an appointment at that moment. I called the next day and again expressed my concern about the oil still leaking. I have had to add oil every 3 days since the discovery of the massive oil on my driveway. I again took the vehicle to IGO motors after being told that I would get a loaner vehicle after again the service department look at it. I was then told that yes they can see that the oil is leaking from multiple places from the motor. And that they could fix all but an additional $460 dollars of other parts that weren't covered but they are all affiliated with this supposedly new motor they installed. And again was told I could not have a loaner vehicle again. I also witnessed a private conversation pertaining to me personally. I witnessed an employee from the service department turn and look at me and ask " is that him?" I was the only male customer in the waiting area at that. Then I witnessed this same man talking to the mechanic afterwards and again the conversation was purposely very quietly spoken with them both turning and looking at me while discussing my issue. I feel they had already made a decision to not give me a loaner vehicle. I strongly feel they are hoping the engine will lock up while in my possession and then I could be held responsible.  I had  the vehicle only 6 days before the car overheated and contacted the BBB and quickly got a response from IGo motors offering to pay the tow of the vehicle from *** * ***** in Shepherdsville where I took it to hoping for a not expensive repair.  *** * ***** informed me of a stripped plug and said that this vehicle was going to have problems with heads of the engine and also the gaskets from this stripped plug and that IGo motors had to have knowledge of this stripped plug. I have a picture I took of the motor after discovering the leaking oil underneath the car. The picture shows oil that has leaked from the heads of the engine along with broken glass and a bolt laying loosely beside the the head of the motor. I am expected to be treated fairly and I have to have a vehicle to necessitate me getting to work. I have asked for them to keep the vehicle altogether because after having supposedly $4,000 plus to originally fix it, it needs another $660 to replace both lower control arms and another $460 they want to work on the engine that was supposedly been replaced. I will send the picture of the motor I took and also send the original almost month long repairs originally done. I have asked them to keep the car and  give me another one of equal value and continue business.  They aren't willing to do that. This car needs a complete overhaul and I don't want it and spend more in repairs than it's worth. I need a dependable vehicle that I deserve being the customer. Please help me. 

  
  

  Business Response

  Date: 08/06/2024

  Dear BBB Team,
  
  I am writing to address the concerns raised by ******* ********* in Case #********.
  
  Regarding the oil leak, *** ********* was informed that a used engine from LKQ was installed, not a new one. After his report of the leak, our mechanic identified the need for an oil pan gasket and turbo oil lines, which are covered repairs. However, *** ********* declined these repairs after expressing frustration over additional control arm replacements, which were his responsibility.
  
  Concerning the loaner vehicle, all our loaners were committed at the time of *** *********'s visit. Despite this, we assessed that his vehicle remained drivable and informed him accordingly. He did receive a loaner vehicle on the following Monday, as confirmed by our records.
  
  *** *********'s behavior during his visits included cursing at an employee and forcibly taking keys from a mechanic, which is unacceptable and hinders resolution efforts.
  
  Our team has made multiple attempts to contact *** ********* to arrange for the covered repairs on the oil leaks, without success. We remain committed to resolving the matter within the terms of our agreement and the scope of covered repairs.
  
  Given the ongoing difficulties and lack of agreement on our proposed solutions, we have decided not to proceed with further sales or services to *** ********* beyond fulfilling our current obligations. We believe this decision is in the best interest of both parties to avoid future conflicts.
  
  We hope this clarifies the situation and our efforts to address *** *********'s concerns. We are dedicated to providing quality service to our customers and resolving any issues promptly and fairly.
  
  Sincerely, iGo Motors
  

  Customer Answer

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/14/2024

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

   

  That's the exact same message igo motors sent the first time. It's not new. And no I'm not satisfied with there response. Their response  means that they aren't willing to take responsibility for the work they did the first time creating an even more serious problem and I don't deserve to be treated like this from them. There's no way they didn't know the motor was leaking oil everywhere
  

  
  

  
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 08/15/2024

  The answer is the same as before. Please reach out to service to have it looked at. We can't do anything if you don't do that, They already tried to reach out to Michael as stated in the response. I will paste the previous response as well.
  
  I am writing to address the concerns raised by ******* ********* in Case #********.
  
  Regarding the oil leak, *** ********* was informed that a used engine from LKQ was installed, not a new one. After his report of the leak, our mechanic identified the need for an oil pan gasket and turbo oil lines, which are covered repairs. However, *** ********* declined these repairs after expressing frustration over additional control arm replacements, which were his responsibility.
  
  Concerning the loaner vehicle, all our loaners were committed at the time of *** *********'s visit. Despite this, we assessed that his vehicle remained drivable and informed him accordingly. He did receive a loaner vehicle on the following Monday, as confirmed by our records.
  
  *** *********'s behavior during his visits included cursing at an employee and forcibly taking keys from a mechanic, which is unacceptable and hinders resolution efforts.
  
  Our team has made multiple attempts to contact *** ********* to arrange for the covered repairs on the oil leaks, without success. We remain committed to resolving the matter within the terms of our agreement and the scope of covered repairs.
  
  Given the ongoing difficulties and lack of agreement on our proposed solutions, we have decided not to proceed with further sales or services to *** ********* beyond fulfilling our current obligations. We believe this decision is in the best interest of both parties to avoid future conflicts.
  
  We hope this clarifies the situation and our efforts to address *** *********'s concerns. We are dedicated to providing quality service to our customers and resolving any issues promptly and fairly.
  
  Sincerely, iGo Motors

• Initial Complaint

  Date:12/16/2022

  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.

  Put down on a vehicle and got the vip package, a week later the transmission went out leaving me unable to work for 2 weeks but they still expected me to pay even though the vip package says it will cover it then they wouldnt let me get a loaner vehicle because i hadnt paid

  Business Response

  Date: 12/19/2022

  ** ****** bought the car on 11/21/22, The service shop opened a ticked for it on 12/5/22. They would have been happy to put him in a loaner until it got fixed, All they asked was that he catch his payment up that was behind on. At that point he got mad and told us to keep the vehicle. We are not able to give loaners, while the vehicle that the loaner is being given for is not paid for. 

  Customer Answer

  Date: 12/28/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did not offer a loaner vehicle at first, thus leaving me unable to work for 2 weeks which left me with no money to pay, how am I supposed to make a payment if the car I bought messed up not even a week later. And they did not try to work with me or give me any options other than well you can return the car, I would just like a refund even half of the money back would be great
  
  Sincerely,
  
  
  ******* ******

  Business Response

  Date: 12/28/2022

  We are unable to return any money on this account. I did just go back and listen to the calls that were made. And ******* was informed that for him to get a loaner the account would need to be caught up, Not only was he late, But he had also missed a promise to pay that we were trying to work with him on. He got upset at this and said that he would just go somewhere else and that we could keep the vehicle. I am sorry that we are not able to help him in this situation. But without getting payments, and a missed promise to pay,  it really does tie our hands.