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:12/09/2024

  Type:Sales and Advertising 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.

  On dec 5. My wife and I stopped to look at a truck on their lot. We were met by a salesman who was showing us the truck. When we attempted to start it the battery was dead and it only clicked. He then said they had a jump box he could get to start it. I said to never mind and started to look at another truck. I then said yeah go ahead and start that one. He left and we went inside to wait because it was bitter cold. He then came in the showroom and told us they were taking it in the back to put a new battery in it. A few minutes later the truck was brought up to the front it was running. We test drove the vehicle and ultimately purchased it and drove it approximately 45 miles home. The next morning less than 17 hours from the time the new battery was installed the truck wouldn’t start. I raised the hood and there was not a new battery. I wiped the dirt off the battery. It had not been replaced like we were told. I contacted ****** at the dealership. He was conveniently on an emergency phone call but he did hear my complaint and took my phone number stating he would call me back. Approx5 hours later I call the dealership back and conveniently everyone is busy and can’t take my call. I leave a message with my number asking for a return call. I still have not heard from anyone. I’m only seeking what I was told was done before the purchase. Who buys a new vehicle knowing and accepting that it won’t start. NO ONE.! Thats who. They way it appears that they are refusing to address my issue or just flat out ignore me is very unprofessional and should show their unwillingness to be any type of reputable business. Therefore they should receive the lowest possibly rating that you can give them.

  Customer Answer

  Date: 12/26/2024

  
  
  Better Business Bureau:
  
  
  
  I met with a representative today from town and country auto today they refunded the cost of the battery 100%. 
  
  
  
  Sincerely,
  
  
  
  **** ******
  

  
  

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• Initial Complaint

  Date:06/03/2024

  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.

  Will send all appropriate pics of vehicle condition, contract, emails, conversations with dealership. Please see attached…

  

  Business Response

  Date: 07/10/2024

  We have proudly served the community of Winchester, KY, for 23 years and have been accredited by the Better Business Bureau for the past 20 years. We apologize for any frustration or confusion *** **** has experienced and harbor no ill feelings toward him.
  
  On May 3rd, 2024, *** ***** **** came to Town and Country in pursuit of a newer truck, and it was our pleasure to assist him in finding the right truck. *** **** did not find anything on our front lot that caught his attention and fit into his budget. However, we had just received a Chevy Silverado, an eye-catching lifted truck. *** **** was happy with the truck and wanted to apply for a loan to purchase it, which we proceeded with. When it came time to review the numbers (selling price, payment, etc.), *** **** and I, ****** ****, GM, discussed a quoted price that had been given to him incorrectly. As a customer-friendly company, I agreed to honor the quoted price and even gave *** **** the option to back out or cancel the deal. He assured me he was happy with the numbers after I agreed to get him a key fob for the truck.
  
  In the days following the purchase, *** **** became more concerned about some aspects of the deal that we had discussed on the day of purchase. I agreed to fix a taillight issue he was having, but he did not bring the truck back to the dealership to have it handled. The key fob is still owed, and I will gladly pay for that for him. He needs to call the company that provides that service (which we provided on the day of the sale) to set up a time to meet, and to my knowledge, he hasn't scheduled that yet. I would be more than happy to assist him in setting that up as well.
  
  *** **** returned to the dealership to discuss the possibility of trading in the truck for a different one, which we would be more than happy to accommodate. However, *** **** was upset that we couldn't meet his expectations regarding the differences in trading autos with loans (fees and taxes when purchasing autos). This frustration led *** **** to message me on my personal social media pages. I asked him politely to stop and contact me through our work number and email. To my knowledge, there has been no contact since. I will be attaching the Carfax and AutoCheck that show no known water or flood damage and a clean title for the truck he purchased.

  
  

  The desired resolution for refund, repair or replacement is respectively denied. We have taken *** ****'s concerns as far as we can. 
  
  Thank you,
  
  Steve Byrd
  

  Thank you, 

• Initial Complaint

  Date:08/11/2023

  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.

  Bought a 2011 Chevy truck after driving had oil change and discovered frame was rusted on both sides through! Gave over15k they tried to get me to let them fill with foam and undercoat it! Have a warranty on truck but no disclosure on frame being bad! Paid $4000 down on truck just want my money back ! Manager there told me they can't fix it and I was on my own

  

  Business Response

  Date: 08/22/2023

  8/22/2023
  To whom it may concern, 
  Town and Country Auto Sales sells all vehicles 100% as is (see exhibit B). This includes any and all defects. Every vehicle has a Federal Buyers Guide (see exhibit A1 & A2) displayed on the windshield stating the vehicle is sold as is. Also the Buyers Guide shows items customers should check prior to purchase. Listed first on the Buyers Guide is to check for body and frame damage along with various mechanical issues. We do allow our customers to take the vehicle to a mechanic for inspection if they desire.
   We did offer to undercoat the truck for him or to try and trade for a different vehicle. We could not get him traded out but the option for us to undercoat the truck for him still stands. 
  
  Thank You,
  
  ***** ********
  ***
  Town and Country Auto Sales
  
  

  Customer Answer

  Date: 08/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Foaming and under coating frame will not fix it ! The frame damage was not disclosed at the time of sale and should have been! Can not haul or work with truck in fear frame will break ! Will pay well over 15k for a truck that can't use ! And I was offered to finance another truck but not to make it rite on this one! I feel I was took advantage of and was not told of damage to truck frame
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/14/2023

  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 was approved for the 2019 Kia Optima posted on their website through Premier Acceptance then was told I was not accepted after being told to purchase a insurance policy for the vehicle. I am now out $400 for insurance on a vehicle i wont be getting, I'm out two days of loss wages spent at rhe car lot goint back and forth. I'll be pursuing legal matters against them if my money is not returned or we don't get to purchase the car. I gave them the chance to make it right and allow us to get the vehicle after being told to purchase insurance and doing so. But they did not. . I will be pursuing legal matters. I was told yes, I would get the vehicle, then I wouldn't , then I would 5 separate times. I have recorded phone calls and text messages stating to come in and sign the paperwork and purchase the insurance. We went to the car lot 5 seperate times. More than anyone should ever. I don't recommend ever going to this car lot. They will lie till they are blue in the face to get you in the door , do a run around and get money from the bank for a referral then tell you that you aren't getting the car. Save your time and money and go to a car lot that will treat you like a customer and not dollar signs. My sales person ****** ******* was on ***** ******* ** ****** ** *** **** **** *** ****** ** *** ***** ****** ******** *** ************* ** *** **** ****** ** *** **** ** *** **** **** *** ******** ******** * ********** *** *********** *****. (Only allowed to leave for work release) and the other sales person *******) was just ******** **** ****** *** ******* ****** **** *** * ***** ** *******

  

  Business Response

  Date: 04/24/2023

  Yes they were told no money down and were approved for the Kia Optima based on their credit application that was submitted online. When they came in and signed the application so we could forward their info to the banks. We had a hard time finding an approval with zero down. They left and  we were able to get an approval with zero down at Premier Acceptance. So we told the customer that they were approved based on their application. They brought pay stubs and their driver's license with proof of residence that afternoon. At this point we found that ******** ******* had an expired beginner's permit and ******* drivers license expired within a week. The bank requires an active driver's license. We also at that point found out that ***** was off through the months of January-March. So her year to date did not match her income on her application. 
  We understand everyone needs a second chance and we do not condone or believe our sales persons discuss those topics with customers.  As far as insurance all you have to do is call the insurance and tell them that you never took delivery of the vehicle. Sometimes you may need a letter from the dealership stating this.
  
  

• Initial Complaint

  Date:01/23/2023

  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 purchased a car from Town & Country, about 3 weeks of buying the car the engine light came on, I took it back to the dealership, and they had there service department look at it. They said it was just probably lights that hadn't been cleared before it was bought. A week later the engine light came on again. I called the service center and see gave me the name of a couple of repair shops that would work with me and my 3 month warranty. I took it to the shop and was told the modulator on my transmission was having problems. Due to the transmission modulator being inside the transmission the auto shop advised a new transmission, the warranty service denied a new transmission since it was just the modulator. Said it was unfixable. Called the dealership and they told me they would look into what they could do and never called me back.

  

  Business Response

  Date: 03/14/2023

  We have replaced the transmission and she wishes to withdraw the complaint. Than you 

  Customer Answer

  Date: 03/15/2023

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

• Initial Complaint

  Date:11/08/2022

  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.

  I bought a car off their lot now it’s on my credit for 15000 and I haven’t had it since I got it it been in the shop for 3 months and now the engine is bad when I got it it was smoking and I told the car lot that and they didn’t do nothing but send me to ********* in Richmond and they had my car for 3 months the owner of the car lot told them to check the oil pan and that’s what made it smoke worse and now my engine is bad and my warranty company won’t cover the engine to be took down and looked at I have to come up with 2000 when I’m already paying for a car I can’t drive and car insurance on top of that.

  

  Business Response

  Date: 11/14/2022

  Mrs ****** purchased her vehicle on 8/26/2022.  We told her at the time that the vehicle needed to go to ********* in Richmond to have the check engine light turned off at our expense. We serviced the vehicle but we do not have the Volkswagen tool to turn it off. She said it had smoke coming out of the exhaust when she started to leave. We sent the vehicle back to service. It was whitish smoke and service found that it was moisture built up in the exhaust. 
  She dropped the vehicle off at *******’ the following week with over 500 more miles on the vehicle. It did take over a month to get the part to have the light turned off. Now two months later she is claiming the engine is bad and wants us to pay $1500.00 for repairs. She has a GWC warranty on the vehicle which was included in the deal which was financed through ******** Financial. I spoke with **** at ******** Financial and she said she would help her but she needed a claim number from the customer. Mrs ****** never provided that information to **** for her to be able to help her with the claim. Since she has put over 500 miles on the vehicle, she needs to work with ******** Financial and GWC warranty for the engine repair. The vehicle left our dealership with only a check engine light on and that was handled by ******* at our expense.
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Order 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 was looking for a new vehicle and found one at town and country & went through the car buying process where I provide all necessary documentation asked of me. Town and country told me I was approved and All of bill of sale contract was signed. I left with my new vehicle. I traded in my vehicle with a $500 down payment. Approaching my first payment due date I hadn’t received a payment book- so I l contacted the lender and was told I do not have a load through them. I then called the county clerk and asked them who the car was registered to when they informed me the vehicle was registered to town and country. The dealership is now claiming my employment has not been verified although I had given them proper paycheck stubs, was told I was approved, and even drove the car home. I had the car over 30 days! They have been threatening me telling me I had till so long to be there with the car. Still unresolved

  

  Business Response

  Date: 11/02/2022

  We have turned documents over to our county attorney to press charges on this matter. Fraudulently lying to a federal bank is against the law. She has refused to return the car.

  Customer Answer

  Date: 11/08/2022

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

  i would like to make my payment and keep term’s agreed on bill of sale.

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

  

  Business Response

  Date: 11/09/2022

  The contract was terminated by the bank for no employment. When that occurs there is no loan. So payments cannot be made on something that does not exist. 

• Initial Complaint

  Date:08/16/2022

  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.

  We purchased a car from this lot I was not there for the original sign up for this car but some how all my information was sent over to the loan company it wasn’t until the next day when I returned from one of my business trips that I didn’t make it into the office but everything was already done they took our $1000 added a extra $600 to the bill to fix the air compressor that was illegal to that’s theft from a loan company but that’s not just the problem I have 3 kids a pregnant wife and myself who all have gotten carbon monoxide poisoning from this car and when you call ***** who forged paper work he can’t do nothing but they also haven’t kept up their part of any deal or contract

  

  Business Response

  Date: 08/22/2022

  8/22/2022
  In response to complaint #********, I deny forging any documents for this customer. Mr ********* and his partner have visited our dealership several times, they purchased a vehicle on 2/22/2022 from us. This vehicle was totaled. They came in on two different occasions, 4/26/2022 and 5/19/2022. On these dates they ask for help to purchase another vehicle. We were unable to help because they were not able to present the necessary documents required by the lender. ******** returned on 6/22/2022 asking if we could help them again. She stated that the car they had purchased had mechanical problems. I then forwarded the information that they provided to ******** on a ***** ***** we had in our inventory. I also forwarded bank statements she had brought with her. ******** approved their loan and we agreed to replace the air conditioner compressor in the deal. They took delivery of the vehicle on 6/23/2022. On 7/7/2022 they returned to the dealership and the service department and we replaced the air conditioner compressor. They returned on 8/2/2022 complaining that the compressor had quit working. At that time they had put over 13,000 miles on the vehicle since they had it. This put them outside the coverage of the warranty. We then had several days of correspondence and I continually explained that there was no warranty on the compressor. During these conversations and when he came into the service department, there was no mention of any exhaust leak.I told him we would look at the vehicle but made no promise to fix any issues. He then yelled at me and hung up. I have no idea how many more miles were put on the vehicle or how it was maintained.
  
  
  ***** ********
  Town & Country Auto Sales
  CEO
  
  

  Customer Answer

  Date: 08/23/2022

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

  

  Business Response

  Date: 09/01/2022

  It seems to me that we addressed the issues completely. The AC compressor we replaced was out of warranty when he came back. The customer had contacted us several times and never mentioned a possible exhaust leak. When he called and stated there was a carbon monoxide issue, I offered to look at the vehicle for him as a courtesy, he turned me down. The vehicle was sold as-is.